Ultimate Software PEOPLE SUCCESS MANAGER-TIME in Atlanta, Georgia
The People Success Manager – Time supervises the daily activities of the team to ensure efficient and effective delivery of quality service to our customers. Qualified candidates are highly-motivated, with strong leadership skills, solution-driven, and possess a drive to deliver a high standard of service to our customers. A general knowledge of Time-domain concepts and regulations along with a knowledge of UKG Pro HCM product is a plus. You will be measured on customer retention and customer satisfaction.
Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers
Primary/Essential Duties and Key Responsibilities:
Lead, motivate and coach a customer success team to achieve department and company goals
Develop and run strategic projects that have a widespread impact on the organization
Understand the business from a functional and industry perspective
Prioritize work for team to ensure customer expectations are exceeded
Assist team when additional escalation management is required including joining customer phone calls
Define trend setting performance metrics and drive the organization to meet those metrics
Drive a culture of continuous improvement while fostering an innovative work environment
Coach, promote collaboration and teamwork, resolve conflict and foster our “Our Purpose is People” culture
Perform well in a fast-paced environment
Provide support and act as an escalation point to customers with service challenges
Manage relationships with key partners from both Services and Product Development and Relationship Management teams
Minimum of 5 years of experience in a Customer Support environment required
Experience in handling difficult and/or escalated situations
Ability to interface effectively with Rapid Response, Time Support, Activation, Sales, Marketing and Development departments
Demonstrate leadership, decision-making and team building skills
Demonstrate strong oral, written and verbal communication skills
Communicate effectively via phone, email and in a group presentation setting
Demonstrate strong presentation skills
Demonstrate problem-solving and negotiation/influence skills
Excellent positive customer service skills
Outstanding organizational, problem solving, and communication skills
Ability to defuse customer escalations
Experience, Education, Certification, License and Training
Bachelor’s Degree in Business Administration, Accounting, or MIS, or equivalent
Working knowledge of UltiPro applications a plus
Experience with Account management and delivering value to customers
High volume contact center experience in a fast-paced environment preferred
High volume contact center experience supervising an employee base working in a fast-paced
- No unique physical demands required for this job.
- Limited travel upon request (up to 15%)
This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.
UKG will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes. If you are an applicant and need a reasonable accommodation when applying for job opportunities within the Company or request a reasonable accommodation to utilize the Company’s online employment application, please contact firstname.lastname@example.org.
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It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.