As a Senior Escalation Manager (EM) in UKG's Global Support organization, you will own and drive resolution of complex, escalated customer issues across our SaaS, Cloud, and On-Premise Workforce Management solutions. You'll act as the primary point of accountability, ensuring issues are managed to closure while keeping customers and stakeholders aligned. This role isn't hands-on technical, but success requires working closely with technical teams, translating complex problems into clear terms, and guiding resolution strategies. At any time, you'll manage one to six escalations of varying intensity, while also contributing to special projects. Take full ownership of escalated customer engagements, setting expectations and leading communication across clients, internal teams, and executives. Define and track key issues, establish resolution plans, and maintain detailed updates. Lead customer and internal meetings, providing clear agendas, summaries, and progress reports. Coordinate resources across technical, engineering, and support teams--often influencing without direct authority. Act as customer advocate with Engineering and other internal stakeholders. Ensure consistent, proactive communication until issues are resolved and customers return to standard support. Provide after-hours or holiday coverage as needed. 3+ years of direct customer management or account support experience. Exceptional communication skills (English--written and verbal). Additional languages are a plus. Strong organizational skills with a sharp eye for detail in fast-paced, high-pressure situations. Ability to manage multiple complex accounts simultaneously, while adapting to varied challenges. Proven problem-solving and diplomacy skills with the flexibility to handle both structured and unconventional scenarios. Experience with enterprise SaaS solutions and/or Atlassian products (Jira, Confluence)
