Overview
Lead Customer Success Manager (CSM) role at UKG. 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 utilized by your customer base, stay current with feature releases and core value drivers within UKG’s solutions. This role focuses on optimizing the customer experience, lead generation, creating references, and collaborative advocacy. You will build and maintain relationships with key customer stakeholders, influencers, primarily power users and system administrators, aligning engagement with the strategic account plan to ensure customers fully leverage our platform to achieve their business goals.
Key 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, driving improvements based on feedback; leads cross-functional teams to resolve escalated issues.
* Value Attainment And Optimization: Serves as a subject matter expert, provides advanced guidance and best practices; identifies and recommends training sessions to optimize product usage and value realization.
* Additional Responsibilities: Sets strategic success goals for customer accounts and directs cross-functional teams to execute; provides leadership and guidance to junior team members.
Knowledge, Skills and Abilities
* Knowledge: Expert 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 for customer satisfaction; reporting on customer success metrics to senior management.
* Abilities: Ability to 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
Employment Details
* Seniority level: Not Applicable
* Employment type: Full-time
* Job function: Other
Disability Accommodation in the Application and Interview Process: For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com
Company and Inclusion
UKG is an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Note
Geographic details and ancillary job postings listed in the original description have been omitted to maintain focus on the role responsibilities and requirements.
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