Client Engagement Specialist

Client Engagement Specialist Scottsdale, AZ Job Details Full-time 1 day ago Qualifications Customer communication Customer relationship building Customer retention Software support Software implementation Data reporting Consulting experience Mid-level Risk mitigation strategy implementation Job shadowing (employee development activity) Project management Bachelor's degree Decision making Human capital management Data analytics Payroll Fundamental Payroll Certification Escalation handling 2 years Communication skills Technical Proficiency Full Job Description We want you to help us do these things (Your Role's Key Obsessions) :

Proactive Prevention:

Identify and address client issues by analyzing trends and recurring request types through Zoho Desk reporting.

Client Confidence:

Execute targeted "Pulse Checks" to address trends and recurring request types. The goal is to resolve specific issues through frequent, targeted touchpoints to increase client health. These checks ensure clients understand system logic (e.g., Accruals, Benefits) to make informed decisions, notify clients of beneficial new functionality, or simply engage "quiet" accounts to ensure satisfaction with our software and support. This proactive outreach improves client happiness and prevents recurring issues.

Agile Support:

Provide high-level Tier 2 coverage during team absences or high-volume periods to maintain response time standards and SLA compliance.

Project Assistance:

Support Tier 2 by managing time-consuming projects, such as tax amendments, data audits, and other complex support items.

NPS & Retention:

Drive overall client satisfaction and retention through meaningful, recurring interactions and expert-level guidance. As evidenced by these metrics (Your Role's Scorecard Items) :

Targeted Outreach:

Maintain a recurring outreach schedule, ensuring a pulse check is performed for your assigned clients at least twice per year.

Issue Reduction:

Demonstrate a measurable decrease in repeat tickets/questions regarding a specific topic following a targeted pulse check.

CSAT & NPS

Maintain CSAT scores at or above 8.5 and meet defined NPS growth goals.

SLA Compliance:

Maintain response time standards when providing Tier 2 backup coverage.

Project Completion:

Successfully "close the loop" on assigned auditing and configuration projects within defined timelines. And behave this way ( Live O ur Core Values): Do the Right Things for the Right Reasons We're Experts We're Solution Finders We're Hungry We're United for the Greater Good In order to be a good fit for this organization, you must be humble, hungry and smart . Additional minimal qualifications are as follows:

Qualifications & Skillet :

Experience:

2+ years of HCM implementation or support experience, specifically with

UKG Ready Education:

Bachelor's Degree or equivalent professional experience.

Certifications:

UKG Ready Certification(s) preferred; Fundamentals of Payroll Certification (FPC) is a plus. System s

Acumen:

High proficiency in navigating and configuring HCM systems and interpreting ticketing analytics (Zoho Desk).

Communication :

Exceptional written and verbal communication skills, with the ability to present complex logic to clients effectively.

Character :

Must be a self-starter who is humble, hungry, and smart.

Job Duties:

Data-Driven Trend Analysis:

Regularly audit Zoho Desk reporting to identify patterns in client questions or recurring hurdles that indicate a need for targeted education. Targeted "Pulse Check"

Consulting:

Lead scheduled, high-impact meetings with clients to resolve specific technical issues and explain complex system logic, such as Accrual or Benefit configurations. Proactive "Quiet Account"

Engagement:

Initiate recurring touchpoints with clients who do not frequently use support to ensure their continued satisfaction and software health.

System Enhancement Advocacy:

Review UKG Ready release notes and new functionality to proactively notify clients of features that could improve their specific workflows.

Project Management:

Execute time-consuming, high-complexity tasks including tax amendments, deep data audits, and system re-configurations to prevent support "log jams". Tier 2

Strategic Backup:

Serve as the primary escalation point and provide inbound support coverage during high-volume periods or team absences to maintain SLA compliance.

Client Risk Mitigation:

Define and monitor data points to identify "at-risk" clients and quarterback internal plans to improve their experience and ensure retention.

Cross-Functional Subject Matter Expertise:

Shadow Implementation Coordinators and participate in advanced UKG training to maintain expert-level knowledge across all main modules. Other Considerations May require travel from time to time for company meetings or UKG Ready workshops

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or listen. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate. This position may offer remote work options at your supervisor's discretion. The company's

REMOTE WORK POLICY

must be adhered to. The policy may include but is not limited to requirements around the use of proper status messages in teams to indicate when you are on break, have stepped away briefly, or are in client training. It is expected that all employees are available during their assigned work hours regardless of whether they are working remotely or in-office. Note This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship. Strong customer service, problem resolution and communication skills necessary. Must be confident of skills and have the ability to make sound, independent decisions when appropriate; have the willingness to adjust to and conform with varying schedules; use the utmost discretion regarding sensitive company and customer information; have excellent communication skills; be able to coordinate resources and responsibilities; and be able to get along well with others. Prior payroll experience. The ability to obtain FPC or CPP certification within one year of employment.