Company Overview With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on. At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. Here, we know that you’re more than your work. That’s 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 you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you. The Customer Experience Manager (CEM) is responsible for delivering the Premium Customer Services and Support offering to our UKG customers. UKG is looking for a CEM to serve our customers as trusted advisors, onsite and remote, focusing as much on the customer’s business as on the customer’s technical environment. The CEM is accountable for the day-to-day execution of the Premium Services and Support portfolio & mitigation plan, methods and tools, and best practices across all systems & landscape environments and platforms. The CEM is responsible to engage the Customer Experience Center and Center of Expertise to execute on the customer value-based, transformation roadmap and advise customers on making full use of UKG’s solutions and technologies by orchestrating business scenarios, fostering a platform for ideation and innovation and capturing value of the UKG solutions. The CEM will develop and demonstrate a premium level of understanding of the customer’s strategic business goals, business processes, landscape, industry norms and all available and late breaking technology as well as newly developed UKG services. These resources must demonstrate 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. Essential Functions: • Fully understand the Customer’s solution & business and aligns with the Customer the adequate engagement to ensure they meet business requirements. • Identify critical issues, define projects for issue resolution, and reporting in partnership with the Customer Experience Center (CExC). • Help coordinate involvement of all UKG resources, both onsite and in the back office, in partnership with the CExC. • Engage with the CExC to develop proactive and risk mitigation plans. Agrees on follow-up action plans and project/services plans. • Escalate and manage critical situations with UKG and customer top management when required. • Handle customer issues and complaints with professionalism and empathy. • Engage with our Engineering team and Customer Experience Architects on behalf of the customer when needed. • Analyze customer feedback and data to drive continuous improvement in service quality and customer satisfaction. • Manages the customer relationship on UKG Premium Services and Support related topics. • Provides clear C-Level reporting based on the balanced scorecard and pre-defined key performance indicators during the executive meetings. • Ensure resolution of issues according to customer engagement deliverables. • Performs other duties and responsibilities as assigned. • Establish and maintain standards, methodologies, tools, templates and best practices for Premium delivery, and Premium Customer Services. • Embrace and execute on the CX Strategy to drive growth, best practices and margin increase. • Manage planning and forecasting of projects, resources, and budgets as necessary. Basic Qualifications: • Bachelor’s Degree in related field or other relevant combination of training and experience • 10+ years’ experience with a technology or SaaS provider • 10+ years of experience executing on multiple, critical projects simultaneously • Position is based in Weston, FL but would consider someone located near another UKG office in either Maitland FL, Atlanta GA, Lowell MA, Branchburg NJ, or Indianapolis IN and ability to be in the office 3 days a week • Ability to travel up to 50% Preferred Qualifications: • Established ability to drive positive customer engagement • Excellent problem solving, collaboration, and communication skills. • Proven knowledge of current trends and developments in technology Where we’re 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 it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow! Equal Opportunity Employer    UKG 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.      View The EEO Know Your Rights poster (https:www.eeoc.gov/sites/default/files/2022-10/EEOC\_KnowYourRights\_screen\_reader\_10\_20.pdf) and its supplement. (https:www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)       View the Pay Transparency Nondiscrimination Provision (https:www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\_%20English\_formattedESQA508c.pdf)      UKG participates in E-Verify. View the E-Verify posters here (https:www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .   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 .  The pay range for this position is $99,800 to $143,450, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https:www.ukg.com/careers (https:www.ukg.com/careers)    It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.