Company Overview 

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.  

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all. 

Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.   

The Manager, Professional Services is responsible to provide service delivery leadership. With strategic guidance from the Director, Professional Services, the Manager will oversee a portfolio and manage all active engagements in conformance with UKG’s standards, methodology, customer satisfaction, financial performance, and operational excellence. The individual will be responsible for the day-to-day performance and operations of a dedicated team of Project Managers and Solution Consultants providing implementation & consulting services for UKG customers.
The Manager will leverage various cross functional teams and partners for support, and resourcing for customer engagements. This role may also perform a set of individual contributor duties in complex situations as needed.

The Manager will engage, support, and collaborate with stakeholders within the Sales, Presales and Service Architect organizations and serve as a sponsor to support deal closure.
Service Delivery
· Ensure that the team is fully versed in executing engagements in compliance with UKGs defined methodology, policies and procedures
· Ensure that all engagements are planned, activities recorded, and managed within PS billing system, consistent with defined “best practices”
· Effectively balance team resources given employee load, expertise, complexity, as necessary
· Continually monitor all engagements to ensure milestone achievement and the execution of supporting financial transactions (Invoices, credit/re-bill activity, expense recording and invoicing, etc.)
· Serve as a first point of contact for team engagement and customer escalations.
· Monitor team performance in conjunction with service delivery metrics established for the organization – utilization, customer satisfaction, reference ability, as examples
· Works with Director to set priorities for the team based on business demand and ensures goal achievement.
· Drives and supports the team’s ability to meet quality, volume, and timeliness of expected output by managing daily activities. May recommend improvements to team procedures
· Acts as trusted advisor for internal and external stakeholders
Teamwork
· Participate in account reviews with sales and pre-sales within Practice/Region
· Provide direct support to Project Managers by participating in customer sessions as required by engagement needs.
· Works with Director to effectively leverage cross-functional resources as necessary to ensure region success
· Ensure that all resources possess the training, tools and support necessary to achieve business objectives
· Work with Global Support to resolve customer issues related to the implementation on a timely basis
Business Performance
· Conduct ongoing engagement/project reviews ensuring a detailed understanding of project status, scope, and risks. In partnership with the Director, effectively manage backlog within the region/practice.
· In collaboration with the Director, ensure that financial plans (revenue and profitability goals) are met or exceeded for assigned the practice
· Ensure that operational metrics are achieved or exceeded as the basis for measuring operational excellence
· Provide monthly forecast and Quarterly input with an emphasis on predictability, demonstrating control of the business
· Proactively identify and qualify new business opportunities in support of Customer business objectives.
Customer Related Activity
· Participate with Sales and Service Architects, as requested, to respond to and position service delivery expectations during the pre-sales process
· Analyze, monitor and respond to feedback received through customer satisfaction surveys, Account Management or direct customer input
· Serve as the “business owner” of all customers within assigned practice and ensure that customer needs are met.
Leadership
· Cascade to Practice/Region the business objectives, expectations and measurement criteria for their respective positions
· Responsible for the performance of the team; sets priorities for and coaches direct reports to meet deadlines and resolve problems
· Provide ongoing and timely feedback to employees relative to performance
· Ensure that skill requirements are maintained and enhanced in conjunction with business/product direction
· Develop and deliver performance appraisals to all employees accompanied by specific development plans for each.
· With guidance from the Director, demonstrate strategic thinking, foresight, courage to be bold and humble, challenge and support employees, to connect cross-functionally, and to disrupt outdated norms. Set new standards that inspire, engage, and develop employees every day. Cultivate an inspired culture of trust and transparency, and employee empowerment.
· May recommend staffing needs and team processes required to achieve results
· Demonstrate potential to handle C-level conversations and engagements

Basic Qualifications:
· Minimum of 5+ years leading a Professional Service operation and/or Managerial experience in software technology
· Flexibility and willingness to travel

Preferred Qualifications:
· Bachelor’s degree in a Business or Technology discipline preferred
· A proven track record in delivering quality, on-time technology solutions to a diverse customer base
· Strong people management skills
· Leadership in managing both customer and internal resources (at all levels) during adverse situations – problem escalations, engagement challenges – effectively balancing customer satisfaction and business objectives throughout.
· Excellent communication and negotiation skills
· Strong business acumen – planning, forecasting, budgeting. Understand financial fundamentals including revenue recognition requirements within the software and service industry
· Experience in communicating technical and project information in a business context
· Working knowledge of Workforce Management applications from a usage and a competitive perspective

 #LI-REMOTE

Where we’re going 

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it’s our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!   

Equal Opportunity Employer    

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.      

View The EEO Know Your Rights poster and its supplement.      

View the Pay Transparency Nondiscrimination Provision     

UKG participates in E-Verify. View the E-Verify posters here.   

Disability Accommodation 

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.  

The pay range for this position is $99,800 to $143,450, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG’s comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers