UKG has been on a path to transform your feedback into meaningful change that makes it easier to get the support needed to maximize your UKG products and services. Our aim this year is to focus on a better resourcing plan for product and support needs while continuing to deliver on the strategic and relational elements of our partnership that make it special.

Introducing your UKG Success Team
Moving forward, you’ll be supported by our Customer Account Manager, Customer Success Manager, and Success Krew Manager teams. Together, this trifecta forms your UKG Success Team and will work collaboratively to ensure you receive ongoing support and strategic direction. This change allows us to simplify our relationship and invest in the new Customer Success Manager role to support those who work in our system daily. While the Executive Relationship Manager title will be sunset, the responsibilities of this role are folded into your UKG Success Team with these skilled professionals now serving as Customer Account Managers or Customer Success Managers.

What you can expect
Your UKG Success Team makes our partnership more effective. Here’s what your relationship will look like with each team:

• Customer Account Manager (CAM): Your champion for overall strategic direction, the Customer Account Manager is the sole owner of our partnership and dedicated to your overall satisfaction. This team will deliver Executive Business Reviews (EBRs), work with you on new purchases, and bring in dedicated presales experts as needed for demos and deep dives.
• Customer Success Manager (CSM): Your team to help you fully leverage UKG products and services, Customer Success Managers will work closely with system administrators to help make their lives easier. They’ll provide you how-to guidance, proactive training plans, and key product resources in addition to making tailored recommendations for best practices and product adoption and providing assistance across UKG teams if things get stuck.
• Success Krew Manager (SKM): We know one of the most important elements of our partnership with you is within our support organization. Your Success Krew Manager and support contacts remain focused on fully supporting your cases, service requests, and most pressing needs. They are committed to timely case resolution and will work closely with Customer Success Managers to ensure we address case trends.

Our Commitment to You
Our dedication to your success and experience remains at the core of everything we do that’s why we’re energized about how this account team will bring clarity and a more balanced and strategic relationship. By mid-November, you’ll receive more details on viewing your specific Customer Account Manager, Customer Success Manager, and Success Krew Manager teams directly in the UKG Community™. In the meantime, you may continue to collaborate with your existing Executive Relationship Manager (ERM) or work with your new contact if they’ve already reached out to you.

We’re confident this team will enhance our ability to partner with you and help your organization achieve even greater success with your UKG solutions.

Thank you,