Sr Global Technical Account Manager

$68,100 - $97,900/Yr

UKG - Weston, FL

Full-time - Mid Level

Weston, FL

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

• Paid leave for new and adoptive parents
• Medical coverage for IVF services
• Reimbursement to help offset adoption and surrogacy expenses
• 45% company match on total employee 401(k) contributions up to the IRS annual limit
• Unlimited paid time off