Bangor Payroll is an exciting division of Bangor Savings Bank which continues to incredible growth! We are looking for a proven leader to join our team of professionals as we introduce and support our clients on our new UKG Workforce Ready Payroll, Time and HR solutions. The Client Success Manager will be instrumental in the development of processes and procedures necessary to successfully onboard new and migrate existing clients to our new solutions, and develop a robust client training program to introduce and educate clients to the multiple suite of products. While leading a team of Client Success Consultants, the Manager will ensure a successful and positive You Matter More experience.

Reporting to the Bangor Payroll Client Success & Solutions Manager, the Client Success Manager is responsible for the monitoring and general oversight of daily operations within the client success team. Acts as a primary point of contact for the team of Client Success Consultants as well as other business partners on matters relevant to positive experiences of our clients on the HCM solution. Performs operational duties, including some that are complex and require strong analytical skills to complete. Ensures efficient, accurate, and timely migration tasks and meets agreed upon deadlines. May train new and/or less experienced employees in migration functions. Meets with customers frequently to ensure we are meeting their needs.

The manager is also expected to provide strategic leadership to the department in an effort to support the overall strategic vision of the business lines we support, as well as the overall vision of the bank. The manager is expected to lead a customer-centric, “You Matter More” approach to client interactions, while maintaining high levels of efficiency and the highest standards of quality.

Acquires, maintains and continually increases knowledge of UKG Workforce Ready solutions. Reviews and recommends process improvements to reduce cost, improve efficiency and/or mitigate risk to the bank. Routinely exercises discretion and independent judgment while performing duties.

In addition, the Client Success Manager will be expected to build strong relationships with other key leaders within Bangor Payroll and the organization. A strong skillset in collaboration, building relationships, and solution based leadership will be required in order to ensure success while involved in issue resolution, project management, and process enhancement.

Key Accountabilities:

Leadership:

Responsibility for the management, oversight, and all aspects\ to UKG Workforce Ready solutionsDemonstrated follow-through on assignments and issue resolutionProvides support, coaching and constructive feedback as applicableEngages in strategic thinking and planning to maximize tactical operationsHelps create a culture of continuous improvement both within the department and individualsProvide input in the development of tools and processes to help increase team productivityDemonstrated ability to manage project scope and client expectationsRemains mindful of the bigger picture, the larger team, department goals and bank’s strategic plan

Responsibilities:

Engage with existing clients to understand their business needs regarding Bangor’s full-suite Payroll, TLM & HCM applications and  other bank solutions and upsells as appropriateLead detailed discovery sessions with customers to determine requirements and success criteriaConsistently produce clear, concise status reportsDemonstrate confidence and business acumenRecommend industry best practices and lead the customer’s implementation toward the best design and solution that meets their business goalsUtilize technical aptitude to configure our software solution to satisfy business requirementsConduct build review sessions with customer and develop pre-deployment customer test programEnsure final go-live is seamlessStay up-to-date on the latest product features, functionality and new releasesWork cross-functionally and amongst a team of Client Success Consultants and other department leaders.Report progress to the stakeholders and leadershipContinually seek ways to improve the process of delivering UKG solutionsShare knowledge to continually improve implementation methodologyProvide quality formal and informal documentation with consistent documentation standards

Qualifications

Excellent communication and consulting skills and experience mentoring other team membersAbility to work in a fast-paced team environmentExperience implementing Payroll, HCM and Time & Labor (TLM) software a plusPrevious experience with Workforce Ready solutions preferredDemonstrated ability to troubleshoot technical issuesProven ability to configure softwareSHRM or HRCI (SPHR, PHR) Certification a plusBachelor’s degree preferred

Customer Experience:

Promotes and acts as a leader/mentor in further developing a customer-centric culture and attitude among staff that always puts the customer first.Provides the highest level of service and exemplifies “You Matter More” to each customer.Assists in research and resolution of complex customer complaints/issues.Handles escalated customer situations as applicable.

Compliance and Control:

Proactively assists in ensuring that the Bank/department complies with local, state and federal regulations.Proactively researches, analyzes, understands and implements new processes/controls in accordance with new/updated regulations.

General:

Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.Performs additional duties as requested.Ability to travel and overnights as needed.

Physical Demands/Conditions Requirements:

General office environment.Moderate lifting (to 35 lbs.) required.Moderate reaching, walking, sitting and standing required.

Equipment Used:

General office equipment.

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.