Job Summary
Ultimate Software is seeking a Business Partner for our Managed Service Customers who will be responsible for a small group of dedicated customers with a goal of maintaining high levels of customer satisfaction and loyalty for Ultimate Software. As a UMS Business Partner, you will be the advocate for our customers and Managed Services teams in Ultimate Software, ensuring the service delivery is handled accordingly. You will conduct customer meetings on a scheduled frequency where you provide a single point of contact regarding the customer's overall service experience. You will be measured on customer retention and customer satisfaction.
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 #8 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:
Proactively engage with all assigned customers and establish relationships with all key customer contacts
Establish partnerships with all Service and Support members including, Executive Relationship Managers, Account Managers and Service Managers
Partner with Executive Relationship Managers to monitor overall account health and risk associated with account and establish a monthly touch base
Identify key indicators of service-related risk and prepare action plans to resolve issues, identify customer trends and facilitate continual improvement plan
Respond to customer and internal service escalations by facilitating and gathering the appropriate resources and tracking each issue to resolution
Assess progress of relationships (Internal/External) on a monthly basis with all partners in the service relationship
Provide coaching and education to improve adoption of the UMS services and U.S. offerings by each and every customer interaction
Capture data with every customer interaction, to assist in improving customer service quality, organizational process and product trends for development.
Interpersonal Skills:
Detail oriented
Comfortable working multiple projects simultaneously
Strong decision making skills
Strong ability to build relationships with both internal and external customers
Required Qualifications:
(Knowledge, Skills and Abilities)
5 years relevant work experience preferred
Strong customer service experience
Highly professional business acumen
Positive attitude and passionate about client loyalty
Proven effectiveness with difficult client situations
Strong oral and written communication skills
Highly motivated and team oriented
Highly organized with exceptional follow through; former project management work a plus
Domain knowledge a plus (UltiPro, SaaS, Payroll/HR software providers)
(Experience, Education, Certification, License and Training)
Bachelor's Degree or equivalent experience and 5 years related industry experience
Physical Requirements:
No unique physical demands are required for this job.
Travel Requirements:
Limited travel upon request
This job description has been written to provide an accurate reflection of the current job and to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities, and qualifications required of the employees assigned to the job. Management reserves the right to revise the job or require that other or different tasks be performed when circumstances change.
Ultimate Software will reasonably accommodate employees with disabilities as defined by the Rehabilitation Act of 1973, the Americans with Disabilities Act (ADA) and other appropriate statutes.
