SMB Customer Account Manager

Customer Account Manager

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.

About the Team

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.

About the Role

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.

Travel : 50%

Company Overview

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

Equal Opportunity Employer

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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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.

Pay Transparency :

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.

NOTICE ON HIRING SCAMS

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.

ABOUT OUR JOB DESCRIPTIONS

All job descriptions are written to accurately reflect the open job and include general work responsibilities. They do not present a comprehensive, detailed inventory of all duties, responsibilities, and qualifications required for the job. Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change.

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps 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 entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.