Description
Come join a talented, energetic, and innovative group, managing a support team chartered to provide exceptional support services to the UKG Pro large enterprise customer base. Oversee Global Technical Account Manager resources in providing exceptional customer product support and resolution in a fast paced, high-volume environment. Manage dynamics of the daily operation by driving enhancements within the support center, aligning resources, projects, and training to ensure customer satisfaction.

About the Role:
In this position, the Manager, Global Technical Account Management is primarily responsible for a team of Global Technical Account Managers, who will assist customers with the use and usability of our application, troubleshooting and resolving issues while providing exceptional service. Ideally, this person will have domain knowledge in one or all of the following areas: Payroll, Time and Labor/Employee Scheduling, HR or Benefits as well as previous experience managing teams of support representatives. Candidate must be willing to participate in on-call rotation for management on-call to assist in customer escalations that occur overnight and on weekends. The typical rotation is every 3-4 weeks.

Primary/Essential Duties and Key Responsibilities:
• Manage a team of highly engaged individuals tasked with providing front line Technical Product Support to our UKG Pro customers.
• Provide high level customer satisfaction to the UKG Pro customer base to ensure current and future customer satisfaction by instilling confidence in UKG's corporate service organization.
• Guide daily operations for the UKG Pro Support Team including analyzing metrics, staffing shifts, meetings, training, etc.
• Manage and facilitate satisfactory resolutions to customer's service issues by identifying call escalations, reacting with a sense of urgency, formulating appropriate action plans, and utilizing resources effectively.
• Build and maintain trust and while delegating with purpose, working with employees to understand the obstacles and barriers they experience every day. Work with them to identify ways to minimize those barriers and identify/obtain tools Global Technical Account Managers require for successful job performance.
• Collaborate with a team of managers to drive the success of the organization by helping to ensure that the right resources are allocated to address customer needs.
• Coach for peak performance, hold the team to high standards by having regular conversations to understand their interests, aspirations, and drive career growth. Look for opportunities for your team to expand and grow their skill sets and experiences.
• Offer and implement creative solutions within technical support. Collaborate and partner effectively with other UKG departments, especially Product and Engineering departments.
• Measure Product Support Representative productivity by monitoring work in progress, including projects, as well as demonstrating competency in time management.
• Participate in the interview and hiring process as well as an on-call rotation.

Qualifications
Basic Qualification:
• Excellent interpersonal, motivational, and managerial skills with a staff of at least 5 to 10 employees.
• Ability to manage conflict situations constructively.
• Professional communication skills, both written and verbal.
• Exhibit leadership qualities and earn the respect this empowered position requires.
• Ability to multi task and prioritize projects, time manage, and practice detail oriented organizational skills.
• Extremely productive and able to complete tasks in a consistent and timely manner.
• Experience preparing and writing demonstration, proposals, policies, procedures, job descriptions, and schedules.
• Work well in a team environment as an equal contributor.
• Demonstrated track record in identifying and deploying leading edge support solutions.
• Use of good judgment and a sense of urgency in the decision making process when assessing problems/situations.
•Work independently without direct supervision and with minimal guidelines.
• Promote customer goodwill through positive attitude, performance, and appearance
• Excellent customer skills and dedication to customer service.

Pay Transparency for Colorado, New York, Washington and California

The pay range for this position in Colorado, New York, Washington and California is $96,900 to $139,300, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation.

Information about UKG's comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers.

San Francisco Bay Area Pay Law

There is a different range applicable to specific work locations, within the San Francisco Bay area, the base pay range for this role in those locations is USD $111,435 to $160,195 per year.

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment 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 under federal, state, or local anti-discrimination laws.

View The EEO Know Your Rights poster and its supplement.

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.