customer success jobs in remote

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Customer Advocacy and Sentiment: o Advocates for customers by monitoring detailed metrics and working closely with internal teams to address complex needs. o Communicates status updates and get-well plans effectively. Value Attainment and Optimization: o Maintains in-depth knowledge of the product suite and offers best practices to maximize product adoption. o Identifies trends and communicates with UKG teams to advocate for customers. o Identifies and recommends training sessions and workshops to optimize product usage and value realization. o Independently designs and implements customer success strategies, identifying areas of risk and opportunity. o Influences company-wide objectives and enhances customer experiences. o In-depth understanding of customer success strategies. o Comprehensive knowledge of UKG product suite and updates. o Advanced data analysis and trend identification. o Managing large and strategic accounts. o Leading customer success strategy and execution. Bachelor's degree in Business, Marketing, or related field. 3-5 years of experience in customer success, account management, or related roles. 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Track and report on key metrics such as renewal rates, sentiment, churn rates, and upsell opportunities for sales to engage Collaborate with cross-functional teams to streamline and enhance current Customer Success programs Assist in creating strategies for improving customer satisfactions and loyalty Communicate renewal insights and findings to key stakeholders and leadership Support procure to pay, budgeting, and resource planning Align and help manage territories for the CSM team during annual planning and ad-hoc onboarding territory planning Serve as the trusted advisor and go-to-resource for the Customer Success team for any questions relating to Salesforce, sales tools, and/or general ad-hoc requests Responsible for ensuring that Account data is accurate in Salesforce and other systems Direct liaison between CS and Salesforce Enablement team Create custom reports, dashboards, and fields to support CS Partner with Enablement team to build out and iterate upon Relationship Management New Hire Onboarding and Orientation Support Quarterly Business Review preparation and slideware Bachelor's degree in business administration, Finance, Data Analytics, or a related field 3-5+ years of experience supporting a Customer Success team with business analysis and project management Strong desire for business partnership and pursuing a goal of being a trusted business advisor to field leadership 3+ years' experience in Excel, Power BI, and Salesforce.com is required Proficient in Microsoft Office including PowerPoint and Word Knowledge of subscription management software (e.g., Gainsight) Excellent written and verbal communication, with active listening and summarization skills Ability to proactively influence, advise, and collaborate with teams Ability to work in a team environment and cross-functionally Highly self-motivated, analytical with demonstrated problem solving, and have sound business decision making skills in a fast-paced environment Ability to build credibility, trust, and rapport with stakeholders at all levels", "stars": 0.0, "medallionProgram": null, "location_flexibility": null, "work_location_option": "remote_local", "canonicalPositionUrl": "https://apply.ukg.com/careers/job/893382715101", "isPrivate": false, "latlongs": "38.7945952,-106.5348379"}, {"id": 893379537879, "name": "Sr Principal Customer Success Consultant", "location": "Bangalore,INKA,India", "locations": ["Bangalore,INKA,India"], "hot": 0, "department": "Customer Success", "business_unit": "Customer Success", "t_update": 1752178217, "t_create": 1733926508, "ats_job_id": "68e32096-9550-4660-ba15-bed05e51380a", "display_job_id": "SRPRI010410", "type": "ATS", "id_locale": "SRPRI010410-en", "job_description": "Strategic Account Management: Develop and execute strategic account plans to drive customer success and business outcomes for high-value and complex accounts. Executive Relationship Building: Establish and maintain strong relationships with senior executives and key stakeholders within customer organizations. Customer Advocacy and Insights: Act as a trusted advisor, providing strategic insights and recommendations to help customers optimize their use of UKG solutions. Cross-Functional Leadership: Collaborate with internal teams, including sales, product development, and support, to ensure a seamless customer experience and address any challenges. Renewals and Growth: Lead efforts to secure contract renewals and identify opportunities for upselling and cross-selling additional UKG products and services. Mentorship and Leadership: Mentor and guide junior customer success managers, sharing best practices and fostering a culture of continuous improvement. Performance Metrics and Reporting: Analyze customer success metrics and provide regular reports to internal stakeholders, highlighting successes and areas for improvement. Experience: 15+ years of experience in customer success, project management, account management or a related field, with a proven track record of managing large, complex customer accounts in India. Education: Bachelor's degree in Business, Communications, or a related field; a Master's degree is preferred. Exceptional interpersonal and communication skills, with the ability to influence and negotiate at all levels. Strong strategic thinking and problem-solving abilities. Deep understanding of UKG workforce management solutions is highly desirable. Technical Proficiency: Proficient in using CRM software and customer success tools. 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Manage foundational projects with hands-on coordination and follow-through. Drive partner negotiations and support onboarding and monetization strategies. Collaborate across teams to bring partner solutions to market and ensure strategic alignment. Analyze business cases using market data, segmentation, and revenue modeling. Serve as the primary relationship owner for key partners, resolving issues and advocating internally. Monitor industry trends to inform and refine partnership strategy. Maintaining direct and active relationships with existing partners, including proactively Working closely with customers and partners to set up and activate products and A self-starter who takes the initiative and drives progress independently. Someone who understands the industry and can quickly navigate internal structures. A strategic thinker with strong execution skills. Strong analytical abilities to support data-driven decision-making. Experience in partner negotiations, particularly in fintech, HCM, or embedded services. 8+ years of experience in strategic partnerships, business development, or partner management, supporting a partner network and driving strategic initiatives. Minimum of 2 years working in HCM, WFM, or financial services ecosystems. Proven track record of managing cross-functional projects involving product, sales, marketing, legal, and technology teams. Demonstrated ability to analyze program performance using both qualitative and quantitative data. Bachelor's degree or equivalent work experience. Experience influencing global product and go-to-market strategy. Strong background in managing relationships with Carrier, Broker, and Health & Wellbeing (H&W) partners. Ability to define partnership requirements, aggregate feedback, and explore new strategic opportunities. Experience coordinating joint sales activities and driving new business opportunities with key partners. Excellent verbal and written communication skills, with the ability to present complex ideas clearly to both technical and non-technical audiences. Strong analytical and problem-solving skills. 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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\u2019re more than your work. That\u2019s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose \u2014 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\u2019re passionate about our purpose \u2014 people \u2014then we can\u2019t wait to support whatever gives you purpose. We\u2019re united by purpose, inspired by you.\u00a0 What You\u2019ll Do and Who You\u2019ll Work With Are you passionate about working with highly engaged teams to deliver an outstanding support experience? Then this role will be a good match for you! Join us as a Manager, Technical Support Engineering and you\u2019ll be at the forefront of our service offering to our enterprise and SMB customers across diverse industries including retail, hospitality, healthcare, manufacturing, services, distribution, and the public sector. Your keen interest in information technology alongside your superior communication skills will provide you with the creative problem-solving skills you\u2019ll need to excel in this role. We offer a structured training plan, and long-term development opportunities across our business. Position Summary Reporting to the Director, Customer Success and working within a team of passionate Leaders and Technical Support Specialists you will have the opportunity to grow your career within our team. This role can offer a flexible working from home and office arrangement. This role holds a position on the UKG Support Services ANZSEA leadership team and requires an active participation and understanding in executing UKG Support strategy. You will be an experienced Customer Services professional with solid business acumen and high energy, as well as possess an enthusiastic and professional outlook. Recognised as a high achiever, you will possess the necessary Management, Customer Service, Stakeholder management and Customer escalation experience combined with excellent interpersonal skills to effectively manage positive Customer and Employee outcomes. Understanding business needs, challenges and opportunities and being able to translate these into initiatives and applicable positive business outcomes is a must for this role. The ability to make an immediate impact for customers in a mission critical situation is essential, you will thrive in a culture of world class Employee Engagement and Support Services delivery that is also down to earth and an environment that truly values and recognises staff contributions. Your Responsibilities You will play a critical part in guaranteeing outstanding customer satisfaction, product quality, and ongoing customer success with UKG products. You will:\u00a0 \u2022 Guide and influence others internally and/or externally \u2022 Network with functional area management and with peer managers across the organization \u2022 Act as trusted advisor to customers; leverage network across organization to resolve escalations \u2022 Working closely with the ANZSEA Support leadership team, you will ensure case backlog, response, resolution times and other critical Support Services KPIs relative to support quality, and customer satisfaction targets are managed within defined and published targets \u2022 Promote Knowledge Centric Support (KCS) practices \u2013 team uses the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of our Community \u2022 Proficiently gather and analyse team metrics to understand the business, manage to key performance indicators, make necessary in-the-moment decisions and predict future needs \u2022 Provide regular management updates and reports on team performance to the Support Leadership team and communicate expectations clearly and effectively to achieve results \u2022 Coordinate root-cause analysis and fixes for complex issues for our customers while being key to providing a consistent quality experience, bringing new and improved support methodologies to UKG \u2022 Participate in customer-facing calls helping to communicate progress updates, action plans, and resolution details \u2022 Play an important role in supporting the organisation\u2019s security and data protection policies, with emphasis on the protection of sensitive customer information \u2022 Demonstrate a focus on team coaching, skills and career development, SOP improvements, delivery quality, transparency, analytics and developing robust teams \u2022 Partner with global peers in aligning our Company and Customer Success strategies and work within the broader ecosystem of Support leaders to improve the overall department and corporate operational efficiencies \u2022 Have a strong business sense, define global and scalable frameworks &amp; methodologies that are comprehensive from concept through adoption, scale, and maintenance \u2022 Contribute to team meetings, offering suggestions and ideas to underpin key success factors \u2022 Be responsible for developing and maintaining positive relationships with customers (management and staff) and ensuring high level of satisfaction with technical support services \u2022 Work with the Professional Services group to ensure Customers are appropriately transitioned to Support. \u2022 Be responsible for annual reviews, goals, and development plans of direct reports \u2022 Provide standby, public holidays and weekend coverage as well as after-hours service on a rotational basis as needed to meet business requirements Required Qualifications \u2022 Experience in the software industry (WFM and/or HCM environments highly desirable) with significant related working experience in a Customer Support Center function in a managerial capacity, with at least 3+ years of experience \u2022 Intermediate level of competency within the following technologies: o Web technologies o Relational database management systems o Java o Microsoft Operating systems o Networking technologies o Experience with CRM solutions such as Salesforce o Solid Operational statistical analytical ability using applications such as Excel etc \u2022 You\u2019re an experienced people leader, involved in building networks and developing talent. You are comfortable with recruiting and building successful hybrid teams as well as having difficult conversations when things aren\u2019t going to plan. \u2022 The ability to manage multiple tasks of varying complexity and ambiguity to completion with minimal supervision \u2022 Extensive expertise in understanding and developing metrics to measure the effectiveness of technical support within the organisation \u2022 Experience in both small and large companies in a B2B environment is highly desirable \u2022 Excellent communications and interpersonal skills are essential \u2022 Track record of accomplishment and effectiveness within organisations \u2022 Experience in working in 24x7 support operations and with teams across multiple locations is essential \u2022 Ability to remain focussed with a solid attention to detail \u2022 Ability to translate business issues into appropriate outcomes \u2022 Strong verbal and written English skills is essential \u2022 You will understand our UKG Global Job Architecture career matrix profile for Global Support Management. This role is expected to be fulfilled in a learning capacity It's great, but not required if you have: \u2022 Experience leading service operations teams in fast-paced environments \u2022 Experience with enterprise-level software solutions, SaaS environments and/or Atlassian specific products like JIRA and Confluence Where we\u2019re 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. 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