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. Position Summary As a Manager of Customer Success- Manufacturing, you will lead a team of Customer Success Managers (CSMs) who are dedicated to ensuring our customers achieve their desired outcomes and derive maximum value from our solutions. You will be responsible for guiding your team in building strong relationships with key customer stakeholders, including decision-makers and day-to-day users. This is a solution-oriented role for a leader who believes in the importance of helping their team achieve great things. Key Responsibilities Relationship Management • Oversee and ensure the success of your team as they manage a portfolio of customer accounts, focusing on driving product adoption and maintaining high customer retention. • Develop and maintain effective relationships with key contacts within UKG's teams • High level of understanding of Manufacturing industry and the impact of Workforce Management software on key outcomes • Participate in periodic business reviews with key customers in your team’s portfolio. • Understand customers’ business objectives and advocate for their goals within the company. • Key collaborator and "All In" mentality to getting things done Customer Advocacy and Sentiment • Proactively forecast customer trends for your team's assigned accounts • Monitor customer satisfaction metrics and collaborate with internal stakeholders to address customer needs • Build and monitor progress of risk mitigation and churn reduction efforts of your team • Act as the customer’s voice within UKG, communicating feedback to internal teams to drive improvements • Work closely with various teams to resolve customer risks and escalated issues promptly Value Realization and Optimization • Ensure your team helps customers utilize all available resources to maximize their use of our products. • Maintain in-depth knowledge of the product’s features, functionalities, and updates, and serve as a subject matter expert. • Identify trends in customer usage and expectations and communicate these trends to relevant teams. Basic Qualifications: • Minimum of 3 years of experience leading and managing customer-facing teams • Proven knowledge of WFM best practices • At least 10 years of experience in a customer-facing role, such as account management or customer success, with specific experience in the SaaS WFM/HCM industry. • Effectively communicate project updates, strategic plans, and performance metrics to senior management while fostering collaboration. • Ability to work across multiple time zones. • Prepare and deliver comprehensive presentations on key performance indicators (KPIs) and other critical metrics to stakeholders, ensuring data is clearly communicated and actionable insights are provided. • Comfort and experience working within a highly matrixed organization with a wide degree of latitude Preferred Qualifications: • Proven effectiveness with executives and high-level business acumen. • Strong change management skills and the ability to drive vision and strategy. • Experience with P&L management. • Proficiency in UKG Pro WFM Platform • Proficiency in English and Spanish 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 (https:www.eeoc.gov/sites/default/files/2022-10/EEOC\_KnowYourRights\_screen\_reader\_10\_20.pdf) and its supplement. (https:www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)       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 UKGCareers@ukg.com .  The pay range for this position is $99,800 to $143,450, 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 (https:www.ukg.com/careers)    It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.