Lead Escalation Manager

The ability to interact effectively with technical resources from internal UKG teams and to breakdown complex technical problems into more easily understandable terms is critical. You will deliver on our promise of Partner for Life by quarterbacking resolution of escalations through cross functional relationships that accelerate resolution and mitigate future escalations. You will work with technical resources and key internal stakeholders and oversee the management of escalated issues to closure. As an EM, you will be expected to handle multiple escalations at any time - depending on the scope and intensity of each situation - as well as other special projects. A successful EM has strong project management, organizational, and communications skills. A senior level of problem-solving experience that supports an ability to assess each situation on its own merits and to vary the approach and method of engagement accordingly is required. A successful EM has the ability/flexibility to handle unusual or "out-of-the-box" scenarios that may not follow familiar patterns or structure. This is a hybrid role that requires the employee to work onsite 3 days/week at UKG's Weston, FL / Lowell, MA / Scottsdale, AZ or Atlanta, GA office Proactive engagement with ever-changing scenarios, addressing the issues of concern, and assuming full ownership and management of escalated issues for the Customer Success Experience Team Identify resource needs across multiple internal teams; Oversee and direct resources associated with escalated account issues Set appropriate expectations for all internal stakeholders (and external as needed) regarding issue resolution and process of engagement Establish an ongoing communications protocol and meeting cadence as needed to accelerate resolution Facilitate internal meetings; Conduct conference calls; Maintain detailed issues lists; Generate executive and/or general summaries and provide report updates for all escalated accounts Provide consistent, detailed, and documented status updates including next steps to all parties involved Investigate and document root cause; Recommend process improvement to mitigate future escalations Champion and represent issues to Product Development, etc. on behalf of the customer as well as UKG constituencies Working knowledge of Human Resources and/or Payroll systems 5+ years' of professional experience with direct B2B Customer Management and/or Account Support Management in a SaaS environment Ability to develop collaborative relationships with internal partners and customers at all levels, and proven track record of working collaboratively to improve the customer experience Knowledge of CRM tools, preferably Salesforce, Gainsight, MS-Office, and Reporting tools Proficient in the use of AI tools and technology Ability to navigate complex issues and create collaborative, cross-functional solutions Ability to coordinate efforts between the various functional teams, bringing the appropriate resources to bear on an escalated issue while often influencing without authority