Sr Global Technical Account Manager

$68,100 - $97,900/Yr

UKG - Lowell, MA

Full-time - Mid Level

Lowell, MA

10,001+ employees

Professional, Scientific, and Technical Services

About the position

The Sr. Global Technical Account Manager at UKG is responsible for providing technical support and account management to large enterprise-class customers using UKG PLUS Central, Pro WFM, and Pro products. This role requires a high level of product knowledge and aims to ensure customer satisfaction through effective communication and timely resolutions to technical issues.

Responsibilities

• Provide account management and technical support of UKG Central or Pro WFM products as well as UKG Pro to large enterprise-class customers
• Utilize UKG Central, Pro WFM or UKG Pro knowledge and technical capabilities to provide optimum solutions to customer issues
• Replicate customer scenarios for configuration/environmental solutions and/or readying the issue for engineering review
• Provide the highest levels of customer satisfaction by delivering timely resolutions and executing customer-focused commitments
• Communicate effectively to both technical and non-technical individuals at various levels internally and externally
• Conduct weekly conference calls, provide weekly status reports and advocate for customer needs and requirements
• Interface successfully with other UKG cross-functional teams and third-party solution providers
• Participate in testing and validating system fixes, service releases, and enhancements
• Late Shift and On-Call availability if needed

Requirements

• 1-2 years HCM experience
• 3-5 years customer service experience
• 3-4 years account management experience

Nice-to-haves

• 1-2 years of UKG Pro experience strongly preferred
• Strong leadership abilities
• Proactive focus
• Experience with HR/Payroll
• Confidence and strong leadership abilities
• Strong verbal and written communication skills with demonstrated ability to communicate effectively
• Ability to set and manage customer expectations
• Effective collaboration and time management skills
• Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
• Highly motivated and team oriented
• BS/BA preferred or equivalent work experience
• Certification in the Payroll/HR industry a plus
• FPC/CPP certification
• Spanish, French and/or Portuguese language skills

Benefits

• Wellness programs
• Tuition reimbursement
• Customizable expense reimbursement program (U Choose)
• Pet insurance