Sr Customer Success Manager

Position Summary

As a Senior Customer Success Manager (CSM), you will manage a portfolio of SMB or Midmarket 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, staying 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:

o Oversees key stakeholder relationships for UKG's high-value SMB or Midmarket

o Aligns engagement with strategic account plans and drives customer retention through

advanced relationship management strategies.

· Customer Advocacy and Sentiment:

o Acts as a voice of the customer within UKG, driving significant improvements

based on customer feedback.

o Leads cross-functional teams to resolve escalated issues promptly.

· Value Attainment and Optimization:

o Serves as a subject matter expert, providing advanced guidance and best practices.

o Identifies and recommends training sessions and workshops to optimize product usage

and value realization.

· Additional Responsibilities:

o Provides leadership and guidance to junior team members, ensuring best practices are

followed.

Expectations

• Knowledge:

o Expert understanding of customer success policies and procedures.

o Extensive knowledge of UKG product suite and its strategic value.

o Advanced understanding of customer success metrics and KPIs.

• Skills:

o Teamed approach to managing large volume of accounts.

o Leading customer success strategy and execution.

o Mentoring and training junior CSMs.

o Demonstrate exceptional ability to collaborate effectively with other departments for

customer satisfaction, including solutioning.

o Reporting on customer success metrics to senior management.

• Abilities:

o Lead and execute customer success strategies.

o Advanced analytical skills to identify trends and areas for improvement.

o Advanced communication and advocacy for customer needs at a higher level.

Basic Qualifications

• Education: Bachelor's degree in Business, Marketing, or related field

• Experience:

• 3+ years of experience in customer success, account management, or related roles

• Proven track record of managing large volume of accounts, collaborating effectively with

other departments in a highly matrixed business environment in support of customer

satisfaction initiatives.

• Experience mentoring and training junior team members.