Bangor Payroll is an exciting division of Bangor Savings Bank which continues to incredible growth! We are looking for a proven leader to join our team of professionals as we introduce and support our clients on our new UKG Workforce Ready Payroll, Time and HR solutions. The Client Success Manager will be instrumental in the development of processes and procedures necessary to successfully onboard new and migrate existing clients to our new solutions, and develop a robust client training program to introduce and educate clients to the multiple suite of products. While leading a team of Client Success Consultants, the Manager will ensure a successful and positive You Matter More experience.
Reporting to the Bangor Payroll Client Success & Solutions Manager, the Client Success Manager is responsible for the monitoring and general oversight of daily operations within the client success team. Acts as a primary point of contact for the team of Client Success Consultants as well as other business partners on matters relevant to positive experiences of our clients on the HCM solution. Performs operational duties, including some that are complex and require strong analytical skills to complete. Ensures efficient, accurate, and timely migration tasks and meets agreed upon deadlines. May train new and/or less experienced employees in migration functions. Meets with customers frequently to ensure we are meeting their needs.
The manager is also expected to provide strategic leadership to the department in an effort to support the overall strategic vision of the business lines we support, as well as the overall vision of the bank. The manager is expected to lead a customer-centric, “You Matter More” approach to client interactions, while maintaining high levels of efficiency and the highest standards of quality.
Acquires, maintains and continually increases knowledge of UKG Workforce Ready solutions. Reviews and recommends process improvements to reduce cost, improve efficiency and/or mitigate risk to the bank. Routinely exercises discretion and independent judgment while performing duties.
In addition, the Client Success Manager will be expected to build strong relationships with other key leaders within Bangor Payroll and the organization. A strong skillset in collaboration, building relationships, and solution based leadership will be required in order to ensure success while involved in issue resolution, project management, and process enhancement.
Key Accountabilities:
Leadership:
- Responsibility for the management, oversight, and all aspects\ to UKG Workforce Ready solutions
- Demonstrated follow-through on assignments and issue resolution
- Provides support, coaching and constructive feedback as applicable
- Engages in strategic thinking and planning to maximize tactical operations
- Helps create a culture of continuous improvement both within the department and individuals
- Provide input in the development of tools and processes to help increase team productivity
- Demonstrated ability to manage project scope and client expectations
- Remains mindful of the bigger picture, the larger team, department goals and bank’s strategic plan
Responsibilities:
- Engage with existing clients to understand their business needs regarding Bangor’s full-suite Payroll, TLM & HCM applications and other bank solutions and upsells as appropriate
- Lead detailed discovery sessions with customers to determine requirements and success criteria
- Consistently produce clear, concise status reports
- Demonstrate confidence and business acumen
- Recommend industry best practices and lead the customer’s implementation toward the best design and solution that meets their business goals
- Utilize technical aptitude to configure our software solution to satisfy business requirements
- Conduct build review sessions with customer and develop pre-deployment customer test program
- Ensure final go-live is seamless
- Stay up-to-date on the latest product features, functionality and new releases
- Work cross-functionally and amongst a team of Client Success Consultants and other department leaders.
- Report progress to the stakeholders and leadership
- Continually seek ways to improve the process of delivering UKG solutions
- Share knowledge to continually improve implementation methodology
- Provide quality formal and informal documentation with consistent documentation standards
Qualifications
- Excellent communication and consulting skills and experience mentoring other team members
- Ability to work in a fast-paced team environment
- Experience implementing Payroll, HCM and Time & Labor (TLM) software a plus
- Previous experience with Workforce Ready solutions preferred
- Demonstrated ability to troubleshoot technical issues
- Proven ability to configure software
- SHRM or HRCI (SPHR, PHR) Certification a plus
- Bachelor’s degree preferred
Customer Experience:
- Promotes and acts as a leader/mentor in further developing a customer-centric culture and attitude among staff that always puts the customer first.
- Provides the highest level of service and exemplifies “You Matter More” to each customer.
- Assists in research and resolution of complex customer complaints/issues.
- Handles escalated customer situations as applicable.
Compliance and Control:
- Proactively assists in ensuring that the Bank/department complies with local, state and federal regulations.
- Proactively researches, analyzes, understands and implements new processes/controls in accordance with new/updated regulations.
General:
- Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
- Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
- Performs additional duties as requested.
- Ability to travel and overnights as needed.
Physical Demands/Conditions Requirements:
- General office environment.
- Moderate lifting (to 35 lbs.) required.
- Moderate reaching, walking, sitting and standing required.
Equipment Used:
- General office equipment.
External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.
What We Do
At Bangor Savings Bank, we have a firm belief in the people and communities we serve. That’s why we've lived and worked here for over 171 years, investing in our communities and our people. It's why our employees collectively donate thousands of service-hours every year, and we support hundreds of causes throughout Northern New England and continue to help local organizations energize and enhance the quality of life for its citizens.
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