Director, New Customer Concierge Team

**General Information**

Ref #:

20240040132

Travel Amount Required:

Up to 25%

Job Type:

Regular-Full Time

Location:

USA - USA - Remote

**Company Overview**

Here at UKG, our purpose is people™. Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people – both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers \#WeAreUKG

**Description & Qualifications**

Description

About the role:

We are seeking a dynamic leader to build our brand-new Customer Concierge team. The team will play a pivotal role in customer onboarding with a focus on delighting our customers and creating raving fans as we welcome new customers into UKG. You will lead this team, who will own the partnership with our customers through the initial onboarding phases and act as a liaison during the transfer between sales and services.

Responsibilities:

• Develop and execute the strategy for supporting customers effectively through the transition ensuring strong collaboration and alignment with sales and services to drive customer success

• Create, manage and monitor key metrics and goals for your team to ensure success

• Build a team and coach them as they welcome new customers during the welcome phase of onboarding. Support the team as they serve as the primary liaison between the customer and internal teams, managing communications and expectations to deliver exceptional service and support.

• Ensure the team leads new customer calls including Welcome calls and weekly check-ins.

• Hold the team accountable for customer onboarding checklists, and ensuring key Sales documentation is accessible in Salesforce.

• Lead the team to engage in impactful conversations with the customer regarding content and enablement resources for customers to use for training/education and to help accelerate product adoption.

• Train and mentor the team on the early needs of the customer including: onboarding expectations, high-level overview of the product, potential demonstration from Presales of products purchased, etc…

• Utilize customer feedback and insights to drive process improvement and customer experience.

Qualifications

Basic Qualifications:

• 5+ years of experience in a customer facing role working with technical products and 2 + years in a leadership or team lead role

• B2B SaaS experience with a technical product and CRM tools (i.e. Salesforce)

• Passion for leading a team focused on delivering exceptional customer service

• Proven project management skills and experience working with multiple customers concurrently

Preferred Qualifications:

• Bachelor’s degree in business administration, Marketing, Sales, or related field

**Pay Transparency for Colorado, New York, Washington and California**

The pay range for this position in Colorado, New York, Washington and California is $137900 to $198250, 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.

San Francisco Bay Area Pay Law

There is a different range applicable to specific work locations, within the San Francisco Bay area, the base pay range for this role in those locations is USD $158585 - $227987 per year.

**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.

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** .

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 [email protected].