Massachusetts Healthcare Jobs

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 Customer Engagement Lead to the Customer Experience (CX) Executive Office is responsible for managing and enhancing all aspects of customer communication from the CX Executive Office, to ensure a positive experience and maintain strong relationships. This role involves crafting clear and engaging customer messages, handling customer inquiries, and collaborating with various internal stakeholders and departments to resolve issues and improve overall customer satisfaction. Additional duties include acting as liaison between Office of the CX Executive Office and Communications teams.

The Customer Engagement Lead is responsible for strategic planning, execution, and program management of all Chief Customer Officer (CCO) engagements with customers and partners globally. This position enables more seamless and effective execution of customer related activities within CX Executive Office (e.g., meeting briefings, follow-ups, documentation, and ongoing account update/action tracking and program management).

*This is a hybrid role. The employee will be expected to work 3 days/week onsite at either our Lowell MA or Weston FL UKG office *

Pre-Meeting Activities – Meeting Qualification | Team Coordination | Briefing Preparation

• Partner with account teams and GTM office to assess/manage meeting requests that solicit Chief Customer Officer’s (CCO) involvement. Qualify/vet meetings to ensure appropriate involvement of the CCO and collaborate with CX Executive Office to schedule and notify relevant teams.

• For customer and partner meetings, lead meetings with global account teams for key meeting objectives, current projects, commercials, and other relevant information that CCO needs to know.

• Organize information into briefing documents and present information to CCO, CoS (Chief of Staff), and/or other stakeholders in advance.

• Preparation for customer trips involve creation of detailed, and fully accessible briefing packages

• Responsible for managing and coordinating customer meeting prep calls with appropriate team and/or CCO directly

• Develop relevant and impactful POVs for CCOs strategic meetings.

Post-Meeting Activities – Follow-Up Notes | Resource Alignment | Action Tracking and Execution

• Documentation of meeting notes, creation of follow-up email drafts to customer/partner on behalf of CCO

• Work with global account teams and Communications team to ensure email draft is complete and accurate. Send final draft to CCO/CoS/EA for transmission and ensure global account teams/relevant stakeholders receive a copy and begin executing on follow-ups.

• Manage the tracking and status of outgoing notes to ensure all customer/partner related notes are sent on-time.

• Coordinate and lead meetings with global account teams to ensure follow-up items are executed and support CCO as needed.

Ongoing Activities – Program Management | Practice Improvement | Other Tasks

• Document/store CCO’s customer/partner related appointments, briefing documents, incoming/outgoing emails, follow-up items and account status.

• Manage/Lead CCO’s ‘Customer Engagement/Follow-Up’ Initiative:

• Periodically (weekly, bi-weekly, monthly, quarterly – depending on specific account) monitor SFDC/Clari and request updates from global account teams re: how we are tracking against follow-up items from CCO’s meeting / what is new at the account that might require CX Executive Office attention/involvement.

• Determine engagement required of CCO to ensure continued executive engagement/governance.

• Monitor news through Google News Alerts, daily Wall Street Journal for any relevant developments concerning the CCO’s key customer relationships (such as global CCOs). Prepare check-in notes for the CCO

• For customer-facing or communications-related trips, manage shared folders for easy access to briefing documents for the CX Executive Office team, briefing CCO as well as ensuring timely follow-ups as needed.

• Proactively monitor pipeline and account activity to identify opportunities for CCO’s engagement in collaboration with GTM, CX office.

• Other various tasks as assigned by CX Executive Office team.

• Coordinate with the CX Escalation Management team and other Customer Officers within the organization to ensure alignment, follow up and visibility to the CCO

• Work with communications to source relevant customer stories/anecdotes for speaking engagements.

Basic Qualifications:

• Must be able to work in the office 3 days a week (Weston FL or Lowell MA)

• Proven experience in customer service, communications, or a related role.

• Proficiency in customer relationship management (CRM) software (Salesforce) and communication tools.

• Ability to work independently and collaboratively in a fast-paced environment.

• Attention to detail and strong organizational skills.

• Ability to travel up to 25%

Preferred Qualifications:

• Experience with social media management and digital marketing.

• Familiarity with data analysis and reporting tools.

• Knowledge of industry-specific trends and best practices.

• Excellent written and verbal communication skills.

• Strong problem-solving abilities and a customer-focused mindset.

• Bachelor’s degree in communications, Marketing, Business, or a related field.

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   

UKG 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 (https:www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf)      

UKG participates in E-Verify. View the E-Verify posters here (https:www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .  

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 . 

The pay range for this position is $126,300 to $181,550, 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 (https:www.ukg.com/careers)   

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.