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UKG (Ultimate Kronos Group) Mgr. Product Support in Topeka, Kansas

Mgr. Product Support

General information

Location:

USA - USA - Remote, Weston - Florida - USA

Function:

Customer/Technical Support

Ref #:

20220023127

Description & Requirements

Description

As a Manager, Product Support you will be responsible for managing and developing a team within the Customer Success organization to ensure efficient and effective delivery of quality service to our customers. You will lead a team of 15 individuals to ensure solution-driven resolutions are provided to our customers in a timely manner within the Business Intelligence (BI) People Analytics product.

Responsibilities:

• Lead, motivate and coach a customer success team to achieve department 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 the team to ensure customer expectations are exceeded

• Assist team when addition escalation management is required including joining customer phone calls or following up with customers to investigate or discuss customer service situations

• 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 encourage our people-focused culture

Qualifications

Required:

• Minimum 5 years of experience in a Customer Support environment

• Bachelor’s Degree or equivalent work experience

• Proven leadership experience with ability to make fast-paced decisions while maintaining team building skills

• Ability to navigate difficult and/or escalated situations

• Demonstrates strong communication across multiples platforms with experience presenting effectively in a group setting,

• Ability to interface effectively with Rapid Response, Core Support, Activation, Sales, Marketing and Development departments

Preferred:

• Knowledge of UKG Pro Product

Corporate overview

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

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 is the Law poster (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm) and its supplement .

View the Pay Transparency Nondiscrimination Provision (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

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