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Sr Global Technical Account Manager @ UKG

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 Sr Global Technical Account Manager

Job Description


With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And were only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieveRead on. Here, we know that youre more than your work. Thats why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If youre passionate about our purpose people then we cant wait to support whatever gives you purpose. Were united by purpose, inspired by you. As a Customer Experience (CX) Center Support Engineer, youll be responsible for providing Root Cause Analysis and triaging critical customer situations. The Support Engineer will help Premium customers on their critical situations and important technical or functional impacts on their UKG end-to-end solutions.The Support Engineer will deliver end-to-end high standard services, guidance, and support for our premium and strategic customers. You will collaborate with key stakeholders across the business to deliver and support innovative and high-quality customer specific proactive checks and provide support to the delivery of Premium Services and Support.The core competence for the Support Engineer will be to provide technical support, diagnosing and troubleshooting UKG solution and integration problems. You will create requirements, build, test, and create documentation that supports the rollout of proactive checks, tools, and methods in collaboration with other Customer Experience (CX) teams.The Support Engineer will need to fully understand the customers solution and business and define adequate customer engagement to ensure customers meet their business requirements in all segmentations (Enterprise, Small and Middle business and customers).Key Responsibilities:
  • Manage and evaluate critical situations including review and sign-off of action plans for all critical customer situations.
  • Handling vague customer situations.
  • Elaborate and sign-off on de-escalation plans.
  • Evaluation of customer solutions and provide specific direction needed on high priority issues for resolution and future prevention.
  • Assist with providing updates on customer status to senior management.
  • Ensure management of strategic customer delivery on software related services and ensure the quality of the customer engagements.
  • Execute on the CX Strategy to drive growth, best practices, margin increases, and customer overall satisfaction.
  • Develop and execute a comprehensive, transformation roadmap that aligns with Global Services vision, mission, strategic objectives and operational risks/issues.
  • Performs other duties and responsibilities as assigned.
  • Demonstrates a premium level of enthusiasm for technology enabled business advancements, clearly articulating to the customer current technology trends including AI, Integration and newest UKG features.
  • Establish and maintain standards, methodologies, tools, templates and best practices for Premium delivery, and Premium Customer Service.
  • Develop mechanisms of factory deliveries and automation models to achieve quick time to value for UKG customers.
  • Long-term view of the business environment and establish the business model and direction to meet the evolving customer challenges on adoption of UKG Solutions.Basic Qualifications:
  • Bachelors Degree in Computer Science, STEAM related field or other relevant combination of training and experience
  • 5+ years in a Solution and Software Support for Cloud solutions
  • SQL, Python, or C++ experience
  • 5+ years of experience in providing solution and leading customers to execute on multiple, critical projects simultaneously
  • Ability to travel up to 50%Preferred Qualifications:
  • Proven records on Root Cause analysis, Diagnosis and Solutioning
  • Proven records on latest technologies AI, Data, Integrations and cross technologies
  • Excellent problem solving, collaboration, and communication skills
  • Proven track record of delivering results in complex and dynamic environments, with a focus on customer-centricity, quality, and efficiency
  • Long-term view of the business environment and establish the business model and direction to meet the evolving customer challenges on adoption of UKG solutions.
    Where were going
    UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet its our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! UK*******s@***.com

    • Job Classification

    Industry: Software Product
    Functional Area / Department: Engineering - Software & QA
    Role Category: Software Development
    Role: Practice Manager / Head
    Employement Type: Full time

    Contact Details:

    Company: UKG
    Location(s): Noida, Gurugram

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    Keyskills:   python c++ sql cloud applications software support kubernetes software testing microsoft azure root cause analysis docker ansible technical support java refraction gcp devops linux jenkins troubleshooting terraform optometry aws cloud computing

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    UKG

    Ultimate Kronos Group (UKG) is an American Multinational Technology company with dual headquarters in Lowell, Massachusetts, and Weston, Florida.At UKG, our purpose is people. Formed by three leaders in HR solutions, UKG combines the strength and innovation of Ultimate Softwar...

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