UKG - Trenton, NJ
posted 3 months ago
The Manager, Global Technical Account Management at UKG is a pivotal role responsible for overseeing a team of Global Technical Account Managers who provide exceptional support services to the UKG Pro large enterprise customer base. This position requires a dynamic leader who can manage the daily operations of the support team, ensuring that customer satisfaction remains a top priority. The manager will be tasked with driving enhancements within the support center, aligning resources, projects, and training to meet the needs of customers effectively. In this role, the manager will guide the team in troubleshooting and resolving issues related to the application, ensuring that customers receive high-quality service. The ideal candidate will possess domain knowledge in areas such as Payroll, Time and Labor/Employee Scheduling, HR, or Benefits, along with previous experience managing support teams. The manager will also participate in an on-call rotation to assist with customer escalations that may occur overnight or on weekends, typically every 3-4 weeks. Key responsibilities include managing a team of engaged individuals, analyzing metrics to guide daily operations, facilitating satisfactory resolutions to service issues, and building trust within the team. The manager will work collaboratively with other departments, particularly Product and Engineering, to ensure that the support team has the necessary tools and resources to perform effectively. Additionally, the manager will coach team members for peak performance, hold them to high standards, and look for opportunities for professional growth and skill development.