Job Summary

Highly motivated and self-starter needed for this high-profile role within the Customer Success Team. This person will be the front line to end users and will be the liaison for US assisting customers with our Core product and services.

Here at Ultimate Software, we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential. Ultimate is ranked #1 on Fortune's Best Places to Work in Technology for 2019 and #3 on the 100 Best Companies to Work For list in 2018. Ultimate is also ranked #1 on Fortune's 75 Best Workplaces for Women and #5 on its Best Workplaces for Diversity list.



Primary/Essential Duties and Key Responsibilities:

Manage and maintain our largest and most complex customers.
Provide world-class customer service with a proactive approach for customer satisfaction, technical expertise, and thorough and timely responses to customers.
Ensure daily workload and commitments have been completed timely and accurately within established requirements
Perform excellent analysis, problem determination and troubleshooting skills with the ability to know when to escalate
Call ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates
Enter and maintain customer issues with detailed integrity in the case management system.
Consistently model the highest levels of support orientation and professionalism
Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery
Adhere to Support Center Practices (SCP) guidelines
Develop strong relationships with internal partners and can communicate with all types of individuals via multiple communication methods
Believes effective collaboration builds teamwork and creates higher productivity
Develop strong relationships with internal partners
Provide world-class customer service with a proactive approach for customer satisfaction
Able to prioritize multiple items based on severity
Serve as first point of escalation for customers
Manage a customer base of 10-12 complex, highly visible customers
Required Qualifications:

Knowledge, Skills and Abilities

Ability to multitask
Can prioritize and juggle many tasks or projects at once
Strong leadership abilities
Exudes confidence and can set and manage customer expectations
Strong verbal and written communication skills with demonstrated ability to communicate effectively
Experience in handling difficult or sensitive situations in a professional, timely, and thorough manner
Highly motivated and team oriented
Experience, Education, Certification, License and Training

3-5 Years customer service experience
36-48 months Account Management Experience
Experience with HR/Payroll and UltiPro
BS/BA Preferred or equivalent work experience preferred
Certification in the Payroll/HR industry CPP/FPC
Physical Requirements:

Sitting at a desk most of the day and looking at computer monitor.
Travel Requirements:

Limited upon request (up to 15%)