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Global Program Manager- Customer On-boarding

Location:

Remote - - USA

Function:

Professional Services and Consulting

Ref #:

20210015520
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Description

Kronos is seeking a Global Program Manager to oversee the cross-functional customer onboarding experience, which is managed within our Customer Success Strategy and Operations team. This role is responsible for driving the strategic direction and design of the customer onboarding experience to ensure a smooth start to their experience from the post-sale transition through the implementation and as they transition out of their project, so they are set up with the tools, resources and knowledge to be successful.


Responsibilities

• Set the strategic direction for the program, building internal support for its charter and driving the actions needed to carry out the mission

• Work cross functionally with organizations including (but not limited to) Sales, Services, Cloud, Support and Marketing to garner support for the program and ensure delivery of a cohesive customer onboarding experience for multiple product platforms, account segments and services delivery channels

• Collaborate with internal stakeholders across multiple regions to understand unique business challenges and recommend program or process improvements

• Prepare and manage project plans and meetings to ensure a successful delivery of the experience and accomplish goals

• Measure the effectiveness of the customer onboarding experience, reporting on progress against goals and requirements as identified by stakeholders, including the Executive Steering Committee

• Develop plans to effectively evolve the program so we’re meeting our customers’ changing needs, as well as the changing landscape of our business

• Guide cross-functional organizations through building and implementing new or enhanced features of the program, including digital touches, 1:1 engagements and internal process improvements

• Collaborate with our Customer Experience team on the evolution of customer listening points throughout the journey so that we continue to adjust for feedback directly from customers

Qualifications

• Minimum 5+ years of experience in program management with 3-5 years’ professional experience in cloud computing, hosting and/or SaaS environments required
• Prior experience managing a cross-functional customer onboarding effort with a demonstrated knowledge and expertise of onboarding best practices and trends
• Proven ability to influence across functional boundaries and across multiple organizational levels to accomplish program goals
• Advanced judgment, problem resolution, organizational, cross-collaboration, and decision-making skills
• Superior written and oral communication skills with the ability to clearly present ideas in business-friendly and professional manner
• Comfortable presenting to large audiences and all levels of the business
• Masters/MBA or a minimum 5-year experience in customer-facing roles (consulting, professional services, presales) preferred
• PMP Certification preferred

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Kronos, a UKG Company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability or any other basis protected by federal, state or local law.


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

Kronos 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 KronosCareers@kronos.com or please call 1 (978) 250 9800.