Account Manager

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. 

UKG is searching for a Business Partner (Level 2) for our Managed Service customers. In this role, you will support a group of customers by serving as a central point of contact for questions and basic escalations, while helping to maintain high levels of customer satisfaction. You will work closely with more senior Business Partners and Managed Services teams to ensure smooth service delivery, applying your growing knowledge of UKG processes, services, and customers. This position provides an opportunity to continue building customer relationship management skills while contributing directly to team success.

Maternity cover role;

Hybrid working model, day shift;

Key Responsibilities
Customer Engagement
• Act as the point of contact for customer inquiries and straightforward escalations.
• Support customer meetings under the guidance of senior team members, contributing to discussions on service delivery and customer experience.
• Build strong working relationships with assigned customers, proactively maintaining effective communication.
• Work closely with Service and Support members (PayOps, Onboarding, Product Support Specialists, and Partner Managers) to resolve customer issues.
• Assist senior Business Partners in monitoring account health and preparing for customer touchpoints.
• Identify straightforward service-related issues and apply defined procedures to support resolution.
• Escalate complex issues appropriately while tracking progress to ensure timely resolution.
• Contribute to assessing customer satisfaction and relationship progress.
• Share customer feedback and observations to help improve adoption of UMS services.
• Document customer interactions accurately to support service improvements and knowledge sharing.
• Assist with tracking customer trends and reporting findings to senior team members.

Competencies
• Applies expanded knowledge and experience in customer service or account support.
• Works independently on daily tasks with moderate guidance on new assignments.
• Solves straightforward problems using defined procedures.
• Builds knowledge of UKG, its processes, and customers.
• Understands how own role supports team objectives and contributes to overall customer satisfaction.
• Works independently on assigned tasks and provides basic guidance to newer team members when needed.
• Analyses standard issues and selects solutions using experience, judgment, and established precedents.
• Contributes to team goals and projects, ensuring timely completion of assigned tasks.
• Explains information clearly in straightforward situations.
• Builds and maintains collaborative, cross-functional relationships to support service delivery.
• Serves as the central point of contact for customer questions and routine escalations.
• Provides prompt, professional, and empathetic responses to customers.
• Proactively maintains effective customer relationships and adjusts communication style based on customer needs.

Qualifications
• 2–3 years relevant work experience (Customer Service, Account Support, Client Relationship, or related fields).
• Strong interpersonal and communication skills, with the ability to build rapport and trust with customers.
• Highly organized with attention to detail and ability to manage multiple tasks.
• Comfortable working independently on routine tasks and escalating when needed.
Preferred Qualifications
• Experience in customer-facing roles within SaaS, HCM, or HR/Payroll software is a plus.
• Positive, professional demeanor and a strong interest in developing client relationship management skills.
• Ability to adapt quickly, learn new systems, and contribute effectively to a team environment.

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! 

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.     

Disability Accommodation in the Application and Interview Process

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