Client Success Manager

Key Accountabilities:

Leadership:

• Responsibility for the management, oversight, and all aspects\ to UKG Workforce Ready solutions
• Demonstrated follow-through on assignments and issue resolution
• Provides support, coaching and constructive feedback as applicable
• Engages in strategic thinking and planning to maximize tactical operations
• Helps create a culture of continuous improvement both within the department and individuals
• Provide input in the development of tools and processes to help increase team productivity
• Demonstrated ability to manage project scope and client expectations
• Remains 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 appropriate
• Lead detailed discovery sessions with customers to determine requirements and success criteria
• Consistently produce clear, concise status reports
• Demonstrate confidence and business acumen
• Recommend industry best practices and lead the customer’s implementation toward the best design and solution that meets their business goals
• Utilize technical aptitude to configure our software solution to satisfy business requirements
• Conduct build review sessions with customer and develop pre-deployment customer test program
• Ensure final go-live is seamless
• Stay up-to-date on the latest product features, functionality and new releases
• Work cross-functionally and amongst a team of Client Success Consultants and other department leaders.
• Report progress to the stakeholders and leadership
• Continually seek ways to improve the process of delivering UKG solutions
• Share knowledge to continually improve implementation methodology
• Provide quality formal and informal documentation with consistent documentation standards

Qualifications

• Excellent communication and consulting skills and experience mentoring other team members
• Ability to work in a fast-paced team environment
• Experience implementing Payroll, HCM and Time & Labor (TLM) software a plus
• Previous experience with Workforce Ready solutions preferred
• Demonstrated ability to troubleshoot technical issues
• Proven ability to configure software
• SHRM or HRCI (SPHR, PHR) Certification a plus
• Bachelor’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.