Position: Lead Customer Success Manager (CSM) – French-speaking portfolio
Company overview: UKG is a leading provider of HR technology with a large global presence and a mission to help organizations become great places to work. We offer benefits designed to support employees personally and professionally, an inclusive culture, and opportunities to grow within the company.
Position summary: As a Lead Customer Success Manager (CSM), you will manage a portfolio of primarily French customer accounts and act as an ambassador of UKG’s customer experience. You will develop a deep understanding of the product suite used by your customers, stay current with feature releases and core value drivers, and focus on optimizing the customer experience, lead generation, creating references, and collaborative advocacy. You will build and maintain relationships with key customer stakeholders, influencers, power users, and system administrators, aligning engagement with the strategic account plan to ensure customers fully leverage our platform to achieve their business goals.
Responsibilities
* Relationship Management: Oversees key stakeholder relationships for UKG's high-value accounts and aligns engagement with strategic account plans to drive retention.
* Customer Advocacy And Sentiment: Acts as the primary voice of the customer within UKG and leads cross-functional teams to resolve escalated issues promptly.
* Value Attainment And Optimization: Serves as a subject matter expert, provides advanced guidance and best practices, and identifies training needs to optimize product usage and value realization.
* Additional Responsibilities: Sets strategic success goals for customer accounts and leads cross-functional teams to execute these goals; provides leadership to junior team members.
Expectations
* Knowledge: Strong understanding of customer success policies and procedures; extensive knowledge of UKG product suite and its strategic value; advanced understanding of customer success metrics and KPIs.
* Skills: Fluent in French; developing and implementing customer success plans; collaborating with other departments to ensure customer satisfaction; reporting on customer success metrics to senior management.
* Abilities: Oversee and optimize customer success plans; strategic thinking and policy development; strong leadership and cross-departmental collaboration.
Basic Qualifications
* Bachelor’s degree in business, marketing, or related field
* 8+ years of experience in customer success, account management, or related roles
Preferred Qualifications
* Extensive experience overseeing customer success teams and operations
* Demonstrated success in developing and implementing customer success plans and strategies
Where we’re going
UKG is on the cusp of something truly special. Worldwide, we hold strong market positions in workforce management and human capital management. Our AI-powered product portfolio is designed to support customers of all sizes, industries, and geographies, and will propel us into an even brighter tomorrow.
We’re an equal opportunity employer and are committed to promoting diversity and inclusion in the workplace and the recruitment process. Disability accommodation is available in the application and interview process. For assistance, please email UKGCareers@ukg.com
Locations and additional notes
Locations mentioned are provided for context and do not reflect a complete list of opportunities. This description focuses on the Lead CSM role and the qualifications/expectations described above.
#J-18808-Ljbffr