Lead Customer Relationship Consultant
Description & Qualifications
Description
UKG (Ultimate Kronos Group) is seeking a client-focused, highly collaborative and experienced individual to join our UKG Global Services Customer Success Organization. The Customer Relationship Consultant (CRC) serves as the primary point of contact for an assigned portfolio of customers. The primary driver for this role is achieving and sustaining adoption and utilization (measured through the verified achievement of value-based outcomes), mitigating renewal risk, and enabling expansion opportunities across their portfolio of accounts. The Customer Success Experience Team delivers a differentiated experience by serving as a trusted advisor to our customers by maximizing the value of our software, services and UKG network. As a CRC, you will do this by understanding customer goals and the outcomes prescribed to achieve these goals with the product(s) purchased, developing strong relationships with all user personas linked to the adoption of these products and executing defined Customer Success proactive engagements.
As a Customer Relationship Consultant, you will manage an assigned portfolio of accounts, and you will be accountable for the adoption and health of each account. You will also be responsible for case management oversight for your assigned accounts. You will be a critical player in driving long-term customer success and demonstrating the value of UKG’s products to our customers.
Your role is not a technical one, however the ability to discuss high-level technical concepts with non-technical stakeholders is critical. To be successful in this role, the Customer Relationship Consultant will interact and collaborate with multiple internal teams including Sales, Executive Relationship Management, Renewals, Escalation Management, Product Development, Solution Engineering, and
other Global Services Teams including Professional Services, Payment Services, Integration Services and Customer Support.
Essential Duties:
- Accountable for the success of your portfolio accounts as measured by
customer health score, customer surveys, and gross revenue retention.
- Responsible for the execution of proactive engagements for assigned
accounts.
- Execute key enablement milestones in the Transition to Support process
via the UKG Success/Hypercare Program; Provide guidance and oversee
training plans to drive feature adoption. Identify training challenges and
engage appropriate product experts.
- Lead the introduction to UKG Community including support and
knowledge assets/content.
- Diagnose system utilization trends and create enablement
recommendations to drive adoption and enable expertise.
- Assess customer account activity (case volume, open service requests)
and areas of concern; adapt proactive outreach strategy and method of
engagement aligned to each customer’s unique needs.
- Monitor Administrative team and key contact turnover within assigned
accounts, ensuring prompt engagement and appropriate onboarding is
completed.
- Collaborate closely across internal teams to resolve identified risks and
escalated issues in a timely manner and properly communicate/set expectations with customers.
- Identify themes and trends related to customer needs and expectations;
Advocate for clients by communicating with Product Development to drive
product innovation and to accelerate product roadmap deliverables.
- Measure, report and analyze account health, proactive engagement
progress, and account sentiment in order to optimize the customer
journey continuously through innovative practices focused on driving
adoption and retention.
- Design, plan and lead customer account reviews (User/Admin Personas)
- Support the Executive Relationship Management Team (ERMs) in
developing and executing action plans and business reviews (Executive
Personas)
- Responsible and accountable for the timely creation and maintenance of
your account(s) health score, notes, success plans, and calls to actions
(CTAs) in Gainsight
- Identify and execute best-in-class customer success practices that will
consistently deliver our differentiated Partners for Life customer service
experience and scale across a growing team.
Qualifications
- Bachelor’s Degree or equivalent experience and 5 years related industry
experience.
- Excellent communication skills (English - both written and verbal) and strong
business acumen are required to deliver customer account reviews.
- Strong Relationship Building Skills; Ability to build trusted relationships
across UKG internal teams and multiple customer contacts
- Strong attention to detail; Manage and facilitate conference calls, capture
and follow up on action items, and set appropriate expectations in escalated
situations.
- Strong decision-making skills; Ability to coordinate efforts across various
functional teams and engage the appropriate resources to address
escalated issues.
- Strong discovery and listening skills; Demonstrated ability to ask effective
discovery questions, understand the customer’s business goals/priorities
and anticipate the customer’s needs.
- Experience working with customer relationship management tools and case
management solutions (Gainsight/Salesforce)
- HCM Industry Experience strongly preferred
Company 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?
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.