SMB Customer Account Manager

Customer Account Manager

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. 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.

Our Mid-Market Sales Team is dedicated to driving growth within our customer base of SMB and Strategic customers. This team focuses on prospecting across all verticals, leveraging deep industry knowledge and strong customer relationships to sell our full suite of products and services. By attending industry events, conducting business reviews, and running strategic sales campaigns, the team ensures our customers receive tailored solutions that address their unique needs and challenges.

We are seeking a dynamic and strategic Customer Account Manager to join our team. In this role, you will work closely with our SMB and Strategic customers to drive sales growth through upselling and cross-selling our products and modules. You will leverage your deep understanding of the customer's industry and pain points to provide tailored solutions and support. This role involves establishing and maintaining positive customer relationships through regular interactions, attending industry events, and conducting business reviews. You will also develop strategic sales campaigns, identify sales opportunities, and create proposals for HCM and Payroll solutions. Additionally, you will collaborate with internal teams to ensure customer satisfaction, monitor account health, and maintain accurate data in our CRM system.

Key Responsibilities:

• Customer Relationship Management: Establish and maintain positive relationships with customers through regular face-to-face interactions, including attendance at industry events, trade shows, and conferences.
• Industry Expertise: Proactively research and develop expertise in the customer's industry to advise and support customers on best practices and service expansion.
• Sales Campaigns: Develop and maintain a "greenspace" heatmap and run strategic sales campaigns to drive pipeline and bookings in assigned accounts.
• Sales Proposals: Identify sales opportunities and develop proposals for HCM and Payroll solutions aligned with customer needs.
• Product Knowledge: Maintain a thorough understanding of our products and capabilities, incorporating technical advances in presentations to end users.
• Account Planning: Develop and maintain Annual Account Plans and Relationship Maps for each assigned account in collaboration with internal stakeholders.
• Relationship Building: Build strong relationships with business decision-makers across accounts by leveraging sales management teams, executive sponsors, and in-person meetings.
• Customer Experience: Ensure positive customer experiences through existing relationships and conduct at least one annual business review covering adoption, support, and roadmap content.
• Customer Engagement: Increase customer engagement by driving attendance at events and collaborating with Field Marketing and Customer Marketing teams.
• Account Monitoring: Monitor account health, identify risks, and collaborate on Save Plans with appropriate teams to improve customer satisfaction.
• Data Management: Maintain accurate account contacts and sentiment in SFDC, including a rolling 4-quarter pipeline, and engage with marketing-qualified leads within 24 hours.

About You:

Basic Qualifications:

• 2+ years successful experience in account management, sales, customer success, ERM or a related field, with a demonstrated ability to meet or exceed sales quotas.
• OR 1+ years experience in Customer relations and/or business to business sales experience of selling products and/or providing service to a broad customer/prospect base.
• Minimum of 1 year experience in the technology/software industries
• Ability to travel for face-to-face customer interactions and industry events.

Preferred Qualifications:

• Excellent communication and interpersonal skills.
• Proficient in Salesforce
• Thrives in a quick-turn, high-paced environment
• Ability to prioritize and multi-task while maintaining sharp attention to detail with well-developed organizational skills
• Possess strong verbal and written communication skills
• Ability to articulate the value proposition of our product offering
• Bachelor's degree or equivalent practical experience.
• Experience in digital advertising, consultative sales, digital media sales, business development, online media environment, or digital marketing role
• Experience optimizing and troubleshooting products or services.

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 an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

The base salary range for this position is $90,000 annually; however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for commissions and restricted stock unit awards as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site.

UKG will never ask you for a copy of your driver's license, social security card, or passport during a job interview. For new hires, we do not ask for payment for equipment purchase, cost for training, or to receive onboarding documents. UKG does not make job offers outside of our formal hiring process. To help protect yourself against potential hiring scams, learn more about our formal hiring process.