Description
UKG (Ultimate Kronos Group) is seeking an experienced, executive-customer-focused individual to join our team as Executive Relationship Manager (ERM). The primary driver for this role is forging executive relationships within a defined customer base to ensure satisfaction, retention, and growth. The Executive Relationship Management team delivers a differentiated experience by serving as a trusted advisor to our customers by maximizing the value of our software, services and UKG network. The ERM operates as the conduit between UKG and UKG’s customers’ organizations, relying on their ability to influence stakeholders in both while managing significant complexity. The ERM leads the planning, managing, and measuring of the ongoing health of our SaaS account base and the customer lifecycle. ERMs engage proactively with customer executives and provide value-added care as we continue drive retention and expand our solutions and footprint.
Essential Duties:
•Formally forge and engage effective relationships across the customer’s executive suite, including but not limited to the CHRO, CFO, CTO/CIO, COO, serving as the thought partner around workforce technology trends and the ongoing evolution of UKG’s product strategy.
•Lead and co-create strategies that deliver a value-added experience to clients for execution of the end-to-end “Partners for Life” customer journey that establish long-term influence, differentiate our partnership, and clearly result in revenue growth and retention.
•Strategize and plan tactics to leverage in-depth industry expertise and business acumen to drive successful customer outcomes, differentiating UKG’s position as an elite HCM partner. Tactics include but are not limited to, leading business review meetings which persuasively detail the alignment of human capital management trends, UKG’s product strategy and the customer’s business objectives to accelerate executive client buy-in, execution, and adoption.
•Advise executive sponsors with best practices and optimization opportunities such that ROI is maximized
•Drive executive engagement and reaffirm UKG’s investment in development of client’s organization by securing participation in UKG events and programs
•Monitor executive team and key contact turnover within assigned accounts, ensuring a prompt and formal executive transition and subsequent executive onboarding is completed
•Identify expansion and optimization opportunities; develop sales leads to support our client base sales team, liaise between UKG Sales Representative and customer to support a thorough evaluation and purchase decision
•Serve as facilitator of a seamless experience for client as they partner with the assigned UKG Contract Renewals Representative to support their execution of a successfully negotiated contract extension
•Serve as a customer advocate thru interaction with multiple internal teams including Sales, Product Development, Global Delivery, Customer Success, Professional Services, Legal and Finance.
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