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We're united by purpose, inspired by you. As a Sr Product Support Representative, you'll be responsible for delivering top-notch support to UKG Ready customers. We value outstanding customer service skills that promote customer satisfaction and retention. In this role, you'll focus on providing full-suite support of the UKG Ready application. This is a hybrid role. The employee will be expected to work 3 days/week onsite at a US-based UKG office and WFH and 2 days. Duties and Responsibilities: Offer comprehensive support for assigned cases, including outbound communications and support tickets. Utilize your knowledge and experience to efficiently resolve challenging problems submitted by end-users, leveraging your technical and problem-solving abilities. Provide timely, accurate, and complete responses to customer inquiries. Partner with various internal stakeholders in working to facilitate, isolate, qualify, resolve or provide solutions for problems reported by customers. Acquire, maintain, and expand knowledge of relevant product offerings and current department policies and procedures to provide accurate solutions. Must be able to go into the office 3 days a week. Basic Qualifications: 2+ years hands-on experience in customer and/or technical support environment Bachelor's Degree (If degreed, Computer Science, Information Systems or Business preferred) or equivalent work experience. Preferred Qualifications: Human Capital Management experience Excellent time management and problem-solving skills Strong verbal and written communication skills Understanding of Salesforce 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 UKG participates in E-Verify. View the E-Verify posters here. 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 $50,400.00 to $72,400.00, 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. 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Drive the adoption of new tools and technologies, staying ahead of industry trends to enhance the software development workflow and improve efficiency. Establish and maintain CI/CD pipelines, designing and implementing automated testing and release processes. Optimize software performance, monitoring ongoing operations, and implementing proactive solutions for issues and bottlenecks. Evaluate and recommend new tools and technologies to enhance the software engineering workflow. Act as a subject matter expert for software engineering practices, providing strategic advice and influencing key decisions within the organization. Lead large initiatives with substantial risk, visibility, and complexity, ensuring successful implementation and integration. Proven experience as a Software Engineering Manager, leading the development and delivery of complex and scalable software solutions. Extensive expertise in cloud platforms (AWS, Azure, or GCP) and proficiency in designing and managing cloud resources. Strong knowledge of configuration management tools such as Terraform and Ansible. Excellent scripting and automation skills using languages like Python, Bash, or PowerShell. Proven ability to technically lead and mentor a team, fostering a collaborative and high-performance culture. Ability to troubleshoot and resolve complex software issues in production environments. In-depth knowledge of containerization technologies such as Docker and orchestration tools like Kubernetes. Solid understanding of networking concepts, security principles, and software hardening practices. Experience with CI/CD tools like GitHub Actions, Jenkins, GitLab CI/CD, or CircleCI. Exceptional problem-solving and communication skills, with the ability to effectively collaborate with cross-functional teams. 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Strong understanding of Agile practices, including SAFe, Scrum, LPM, and DevOps. Demonstrated expertise in strategic thinking and decision-making abilities. Excellent leadership and interpersonal skills, with the ability to inspire and motivate cross-functional teams. Exceptional problem-solving abilities and a keen attention to detail. Excellent communication skills, both verbal and written, with the ability to convey technical concepts across all levels with an organization towards common goals. Able to perform in a hybrid-office role, requiring three or more days per week in the office Master's degree in Computer Science, Engineering, or a related field Experience with UKG Product Suites, Tax Services, Service Products or core Payment Solutions services. Ability to leverage a customer-centric lens to represent the customer's needs and preferences, where applicable Out-of-the-box thinker and results-driven problem solver, who is excited to dive into tough problems, and committed to delivering clear business outcomes. Having a continuous learning approach, including the ability to ask relevant questions to understand requirements and context, as well as ability to receive and incorporate feedback Preferred certifications include: PMP, PgMP, PMI-ACP, CSM, LPM Lead and inspire cross-functional teams through excellent communication and negotiation skills, effectively collaborating with executives and stakeholders to drive consensus and alignment on objectives, scope, and deliverables, consistently advocating for the best interests of the organization while maintaining positive relationships. Provide strategic guidance and insight to support decision-making through data-driven analysis and your knowledge of industry trends, organizational priorities and technology and architecture trends. Drive program management excellence by leading the planning, execution, and delivery of complex programs by managing cross-functional teams, ensuring adherence to timelines, budgets, and quality standards, while ensuring programs are aligned with business objectives. Foster an outcome-based strategy and culture by demonstrating strong leadership skills, promoting a culture of collaboration, accountability, and continuous improvement, and championing best practices in program management and execution. Exhibit exceptional organizational skills by effectively balancing multiple priorities and dependencies and managing risks and mitigating issues. 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Customer Renewals", "location": "United States", "locations": ["United States"], "hot": 0, "department": "Relationship Mgmt.", "business_unit": "Relationship Mgmt.", "t_update": 1742618683, "t_create": 1741887871, "ats_job_id": "1a15fb0e-d437-4e7d-a2fc-40069a55e3db", "display_job_id": "MGRCU012296", "type": "ATS", "id_locale": "MGRCU012296-en", "job_description": "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 Team: The Customer Renewals team is dedicated to proactively engaging with customers to ensure they effectively utilize the company's products, leading to consistent renewals and high retention rates. This team works collaboratively with key stakeholders across the business and accounts, emphasizing strategic planning and relationship building to drive success. About the Role: The Manager of Customer Renewals will have responsibility for UKG HCM recurring revenue and is responsible for guiding a team of Renewal Representatives in proactively working with an assigned set of customers to ensure the highest possible renewal rates for our recurring revenue stream (maintenance and subscription-based products). Your direct reports will be responsible for retaining an aggregate of $150M-$200M in recurring revenue at the highest rate possible while also uncovering opportunities to expand the products the customer owns. Manage a team of 5-8 Customer Renewal Representatives whose primary objective is to retain and negotiate our clients' recurring subscription contracts Drive your team towards achievement of established unit and dollar retention targets Support the highest quality of customer engagement by call coaching, joining your team on customer calls, providing escalation support, and by working 1 on 1 weekly with each of your direct reports Promote fun at work! Be willing to put yourself out there and help build a culture of inclusion, collaboration, motivation, and productivity Work with your Renewal Representatives to define the most effective pipeline management strategy, including the development of criteria and methods for identifying customers that are at risk of cancelling or reducing annual maintenance/subscription fees for each of their territories as well as ways to uncover organizations ready to expand their relationship with UKG In conjunction with Sales and Marketing, when appropriate, establish targeted campaigns and activities designed to maximize customer retention based on your assessment of each specific territory's needs Proactively collaborate with Enterprise Relationship Managers, Sales, Product Management, Support, and Services to ensure the highest quality of customer engagement and interaction; be laser-focused on areas where we do not help the customer be successful and partner with the right resources to address those gaps Work with Finance and the Renewals management team to deliver regular (monthly, quarterly) recurring revenue forecasts and to identify specific patterns and/or areas of churn in your assigned territories Track and analyze customer churn in a meaningful way to inform business decisions and go-forward strategies; lead monthly business reviews with Corporate and Vertical Executive teams to summarize outcomes and make recommendations. About You: Basic Qualifications: 3-5 years leadership/management experience Prior SaaS Renewals and/or Sales management experience 3+ year customer/partner facing experience Preferred Qualifications: Proven strong leadership skills and senior level management experience in the software industry Ability to lead meetings with 20+ people in a managerial capacity; ability to also deliver presentations to Executive Level audiences Strong collaboration skills partnering with other business areas Ability to negotiate price, other concessions, and terms & conditions Prior experience with Salesforce.com High level of competency with communication and analysis tools such as Microsoft Office; must be proficient in Excel and familiar with Excel pivot tables Bachelor's degree or equivalent 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 UKG participates in E-Verify. View the E-Verify posters here. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 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