[Hiring] Lead Partner Delivery Assurance Manager @UKG

Role Description

UKG is looking for a Partner Manager. This key role within the UKG partner eco-system is responsible for building trusted partnerships and crucially overseeing project governance and delivery. This role requires a proactive approach to continuous improvement, project management, and forecasting to drive successful outcomes with exceptional escalation management skills, strong executive presence and a good understanding of the HCM industry.

Key responsibilities for the role:

• Delivery:
  • Project Governance: Represent UKG on partner delivered projects; participate in project Steering Committee (Steer Co) presenting an executive presence and being the first point of escalation management should it be required.
  • Weekly Project Check-Ins: Ensure accountability and results through validating key questions to ensure the project remains on track.
  • Go Live Readiness: Ensure partner adherence to go-live readiness reviews to drive quality go-live deliveries.
  • Product Support: Where necessary facilitate engagement into the Partner Experience Center to ensure the partner obtains support should product or configuration issues arise.
  • Scope/Budget Management: Collaborate with Partner Operations to manage hours budget in the UKG PSA system; support and approve change requests; closely manage modules delivered by Ready partners to budget.
  • Customer OSAT/References: Drive engagement of OSAT survey responses to achieve high reference ability on partner projects.
• Forecasting:
  • Go Live Forecasting: Collaborate with the partner to ensure accurate go-live forecasting to avoid customer billing pushes and poor customer satisfaction. The objective is to maintain go-live pushes below 10%.
• Enablement:
  • Continuous Improvement: Support the partners enablement strategy to ensure learning plans in place to meet market demands.
  • Ensure partner resources obtain and maintain the necessary certification to allow system access.
  • Support health reviews and Quarterly Business Reviews (QBRs) to build trusted relationships with partners. Working with peers to gain support where a PIP process is required.

Qualifications

• 5-8+ years in a Professional Services or Consulting experience
• Project Management experience
• Proficient in Spanish and/or Portuguese speaking required
• Bachelor’s degree in a related field or other relevant combination of training and experience required
• Ability to travel up to 25%

Requirements

• Build and foster trusted relationships with partners and those that interact with partners outside of the global partner organization.
• Ability to facilitate internal and external status meetings to discuss metrics, performance and opportunities.
• Attention to detail is crucial, as is the ability to gather and summarize detailed information from all involved parties to make accurate business decisions.
• Ensure ongoing and accurate data within the partner portfolio including but not limited to forecast accuracy, push percentage, CSAT, and Time to Live, with a willingness to contribute to the development of tools and data that does not exist today.
• Manage to and execute on partner programs under varying delivery methodologies.
• Through having industry knowledge be able to identify enablement opportunities for ongoing partner quality and growth to ensure continuous improvement across the partner portfolio.
• Manage escalations to identify problems, paths to solution, and remediation plans to ensure problems to avoid further escalation.
• Identify opportunities to improve and find efficiencies to support evolving UKG Business Needs.
• Reiterate UKG messaging around changes to the partner network and advocate for the partner as needed to ensure we are creating a positive partner experience.

Preferred Qualifications

• Strong interpersonal and professional communication skills
• Proven business acumen within the SaaS industry including revenue recognition and forecasting
• Ability to understand and articulate technical concepts and derive solutions

Benefits

• The pay range for this position is $68,200 to $98,000. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location.
• In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation.
• Learn more about UKG’s benefits and rewards at UKG Benefits .