[Hiring] Client Services Lead @Ascend

Role Description

Ascend is seeking an experienced Client Services Lead (CSL) to join our Managed Services Team in a remote role. The CSL serves as a trusted advisor to clients following implementation, helping organizations of varying sizes and complexities to maximize the value of their UKG system.

• Through proactive guidance, responsive support, and strategic recommendations, the CSL builds strong client relationships, strengthens system knowledge, and promotes long-term adoption, operational efficiency, and client satisfaction, all while delivering white glove service.

Essential Functions and Responsibilities

• Serve as the primary point of contact for assigned clients, delivering exceptional customer services and fostering strong relationships.
• Guide clients in gaining knowledge and confidence in using UKG systems, ensuring smooth post-implementation operations.
• Adhere to internal control standards in accordance with Ascend’s policies and procedures.
• Demonstrate clear, professional communication – both written and verbal – with clients, internal teams, and Leadership.
• Maintain consistent, proactive engagement with clients through emails, phone calls, and video meetings.
• Develop and maintain deep knowledge of UKG products, services, and methodologies (UKG Pro and Ascend’s managed services approach).
• Collaborate with cross-functional teams to support client needs, resolve issues, and manage client-facing projects across varying timelines and scopes.
• Flex and adapt in a fast-paced and evolving environment by shifting priorities, supporting urgent needs, and responding effectively to changing client or business demands.
• Operate confidently in situations with limited direction or evolving information, exercising sound judgment to move initiatives forward.
• Support ongoing process improvements and contribute to internal best practices.
• Perform other duties as assigned by leadership.

Performance & Utilization Expectations

• Deliver assigned client work accurately, on time, and within budget.
• Perform additional duties and special projects assigned by leadership.
• Maintain billable utilization targets as established by leadership.
• Accurately track and submit time and project updates in accordance with company policies.
• Effectively manage workload, priorities, and customer commitments in a fast-paced consulting environment.
• Participate in internal initiatives, continued learning, knowledge sharing, and process improvement efforts when not assigned to client billable work.
• Demonstrate accountability for project delivery, deadlines, and overall client satisfaction.
• Maintain professionalism and a consultative approach in all client and internal interactions.
• Continue to develop UKG product knowledge and consulting skillsets.
• Support team collaboration and contribute positively to company culture and growth.

Qualifications

• Knowledge and experience with UKG Core, UKG Payroll, and UKG Talent Products (for UKG Pro).
• Flexible, dependable, and capable of operating at a high rate of delivery with minimal direction.
• Minimum 2 years' experience in UKG.
• A demonstrated commitment to high professional ethical standards.
• Strong work ethic, and a sense of pride in their work efforts and deliverables.
• Strong organizational and problem-solving skills.
• Ability to handle multiple tasks under tight deadlines.
• Ability to collaborate and work as a part of a team.

Preferred Requirements

• Knowledge and experience with mergers and acquisitions.
• Knowledge and experience of basic payroll tax requirements.
• Knowledge and experience with Affordable Care Act (ACA) requirements.
• Knowledge and experience with reporting tools, i.e. Business Intelligence (BI) or Cognos.

Desired Strengths/Characteristics

• High-level of emotional intelligence and resiliency.
• Self-motivated and action-oriented.
• Flexible, dependable, and capable of operating at a high rate of delivery with minimal direction.
• Able to negotiate conflicts into win-win situations with strong oral and written communication skills.
• Effective listening skills.
• Comfortable speaking with any client of varying organizational levels (e.g. directors, managers, employees).
• Ability to manage multiple projects of varying complexity concurrently.
• Strong time management skills with the ability to excel in a remote environment.
• Demonstrate a high degree of patience in working with others and ability to make decisions in high stress/high risk situations.

Work and Travel Requirements

• Able to work remotely from a home office.
• Legal residence and ability to work in the United States or legal residence and ability to work in Canada.
• Ability and willingness to travel up to 10%.

Benefits

• Competitive industry compensation and quarterly bonus potential.
• Benefits package with multiple plan offerings and generous employer contribution.
• 401(k) retirement plan with employer match.
• Supportive work/team culture.
• 100% virtual remote work with employer-provided tools.
• Open PTO policy.
• Employee development program individualized to each employee's needs.
• Professional tuition reimbursement program.
• Employee referral program.