- Location
- Pune, MH,IN, IN
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Manager
- Source
- Eightfold
Description
Customer Adoption, Value Realization, & Programmatic Engagement Manage a defined portfolio of customers through a technology-enabled, scalable engagement model. Guide customers through key lifecycle stages such as onboarding, stabilization, adoption, and renewal through structured digital playbooks and one-to-many programs. Ensure customers understand and utilize UKG capabilities in ways that support their business goals and drive measurable outcomes. Conduct targeted check-ins, webinars, office hours, and digital outreach aligned to customer needs and lifecycle moments. Risk Management & Renewal Forecasting Monitor customer health signals, sentiment, usage trends, and lifecycle milestones to proactively identify risk. Trigger risk playbooks and coordinate with internal teams to drive issue resolution within the Guided framework. Escalate risks to Leadership or High Touch when customers require additional intervention. Serve as the customer's advocate across Sales, Support, Services, and Product. Document customer interactions, health updates, risks, and lifecycle progression in Gainsight and Salesforce. Execute standardized Guided workflows and ensure consistency in reporting, handoffs, and engagement. Partner with Support and Services to manage escalations, ensuring the right resources are engaged at the right time while maintaining a scalable motion. 2-4+ years in Customer Success, Consulting, or related customer-facing roles. Experience managing a larger book of business across scaled or programmatic engagement models. Strong understanding of UKG's product portfolio (or comparable HCM/WFM technology) and how customers extract value from each module. Ability to interpret usage data and health metrics to identify risks, gaps, and opportunities. Strong communication and presentation skills, with comfort guiding customers in structured digital interactions. Highly organized with the ability to manage many customers simultaneously while following standardized processes. Experience with Gainsight or Salesforce.