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Manager, Corporate Escalation Management

Location:

Lowell - Massachusetts - USA

Function:

Customer Service/Support

Ref #:

20210015360
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Description

Senior Manager needed to manage a team of 9 Corporate Account Managers (CAMs) in the Kronos Global Support organization. This team works escalated customer issues either directly with a customer, or, with one of a variety of internal constituencies, for our SaaS, Cloud and On-Premise Workforce Management products. This is not a technical team and their charter is overseeing escalated issues, and, working with the technical resources involved, to bring those issues to closure. A CAM, on average, will be expected to handle between one and six escalated engagement at any time – depending on the scope and intensity of each engagement – as well as other special projects.

• Reviewing and assignment of work amongst the team members across product suites: Proactive & reactive engagement with a changing portfolio of large and complex SaaS, Cloud & On-Premise customers
• Assessing the skills of the team: Understand the strengths and weaknesses of the team members not only to use for assignments, but for yearly reviews and skills building and growth; Organization, communication and cross functional navigation are key skills required of a CAM to be monitored and measured
• Engage when needed to remove roadblocks to issues or individuals
• Reviewing and approving executive summaries from CAM to Kronos Senior leadership
• Close oversight and mentorship of junior team members
• Ensuring CAM team is delivering consistent detailed issues lists; Generating executive and/or general summaries as well as providing report updates for all managed accounts – all using established standards and templates
• Assisting CAMs with identifying resource needs across multiple technical teams including engineering and Cloud Operations to assist in management of issue resolution and closure
• Provide consistent team management with one on one meetings and goal assessment and measurement
• Act as escalation point for CAM team and other KGS team members to champion and represent issues to Engineering on behalf of a customer as well as internal Kronos constituencies
• Manage Engineering defect prioritization for KGS

Qualifications

• At least 5 years professional experience with people management and Account Support Management required
• Excellent communication skills with at least 5 years of escalation experience
• Strong attention to detail – offering leadership & control to conference calls, and setting appropriate expectations in escalated situations
• Assist in coordination of efforts between the various functional teams, bringing the appropriate resources to bear on an escalated issue while often influencing without authority
• Must be well organized, flexible and able to manage team expectations as well as cross functional responsibilities in a fast paced, time sensitive environment
• A senior level of problem solving experience that supports an ability to assess each assignment on its own merits and to vary the approach and method of engagement with each customer accordingly
• Ability/flexibility to handle unusual or “out-of-the-box” assignments that may not follow familiar patterns or structure

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.


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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.