Customer Concierge Lead
3 weeks ago
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.
About the Role:
We are seeking a dedicated and detail-oriented New Customer Concierge Specialist to join this new team. As a New Customer Concierge, you will play a pivotal role in welcoming new customers and being the face of UKG as the first point of interaction with the customer, postsale. You will serve as a dedicated UKG representative, guiding our customers through the initial onboarding phases and acting as a liaison during the transfer between sales and services.
Responsibilities:
- Serve as the primary point of contact for new customers during the welcome phase of onboarding, including initiating welcome call, sending welcome messages and packages. Serve as the primary liaison between the customer and internal teams, managing communications and expectations to deliver exceptional service and support.
Advocate for the customer and takes responsibility for managing any roadblocks or issues through onboarding
- Lead new customer calls including Welcome calls and weekly check-ins.
- Ensure customer onboarding checklists, internal and external, are completed. This includes ensuring key Sales documentation is accessible in Salesforce.
- Act as a trusted advisor to internal teams to ensure customer questions are answered in a timely manner.
- Influence customers to utilize and adopt customer content and enablement resources for product training/education
- Proactively conduct short learning bursts that cover the early needs of the customer including: onboarding expectations, high-level overview of the product, potential demonstration from Presales of products purchased, and ancillary items like the invoicing/billing process.
- Innovates to ensure a top tier experience. Gathers customer feedback and works to continuously improve customer onboarding.
Basic Qualifications:
- 5+ years of experience in a customer facing role working with technical products
- 3+ years of experience in Proficiency of managing customer accounts, ensuring customer satisfaction
- B2B SaaS experience with a technical product and CRM tools (i.e. Salesforce)
- Expert level project management skills and experience working with multiple customers concurrently
- Excellent oral and written communication skills with the ability to communicate to multiple types of audiences
- Experience speaking to customers representing different personas across both function and seniority
- Passion for delivering exceptional customer service
Preferred Qualifications:
- Bachelor's degree in business administration, Marketing, Sales, or related field
- Strong communication, interpersonal, and problem-solving skills, with the ability to manage multiple priorities and deadlines
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
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.
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
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 $96,900 to $140,000, 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.
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