Client Services Lead (Pro)

Ascend is seeking an experienced Client Services Lead (CSL) to join our Managed Services Team in a remote role. The CSL serves as a trusted advisor to clients following implementation, helping organizations of varying sizes and complexities to maximize the value of their UKG system.

Through proactive guidance, responsive support, and strategic recommendations, the CSL builds strong client relationships, strengthens system knowledge, and promotes long-term adoption, operational efficiency, and client satisfaction, all while delivering white glove service.

Successful candidates will possess hands-on UKG Pro (formerly UltiPro) experience as a practitioner or a consultant, along with the ability to translate client needs into practical solutions and help clients use their system with confidence.

Essential Functions and Responsibilities

Client Service & Relationship Management

• • Serve as the primary point of contact for assigned clients, delivering exceptional customer services and fostering strong relationships
  • Guide clients in gaining knowledge and confidence in using UKG systems, ensuring smooth post-implementation operations.
  • Adhere to internal control standards in accordance with Ascend’s policies and procedures.
  • Demonstrate clear, professional communication – both written and verbal – with clients, internal teams and Leadership.
  • Maintain consistent, proactive engagement with clients through emails, phone calls and video meetings.
  • Develop and maintain deep knowledge of UKG products, services, and methodologies (UKG Pro and Ascend’s managed services approach).
  • Collaborate with cross-functional teams to support client needs, resolve issues, and manage client-facing projects across varying timelines and scopes.
  • Flex and adapt in a fast-paced and evolving environment by shifting priorities, supporting urgent needs, and responding effectively to changing client or business demands.
  • Operate confidently in situations with limited direction or evolving information, exercising sound judgment to move initiatives forward.
  • Support ongoing process improvements and contribute to internal best practices.
  • Perform other duties as assigned by leadership.
• Performance & Utilization Expectations
  • Deliver assigned client work accurately, on time, and within budget.
  • Perform additional duties and special projects assigned by leadership.
  • Maintain billable utilization targets as established by leadership
  • Accurately track and submit time and project updates in accordance with company policies
  • Effectively manage workload, priorities, and customer commitments in a fast-paced consulting environment
  • Participate in internal initiatives, continued learning, knowledge sharing, and process improvement efforts when not assigned to client billable work
  • Demonstrate accountability for project delivery, deadlines, and overall client satisfaction
  • Maintain professionalism and a consultative approach in all client and internal interactions
  • Continue to develop UKG product knowledge and consulting skillsets
  • Support team collaboration and contribute positively to company culture and growth

Required Experience

• Knowledge and experience with UKG Core, UKG Payroll and UKG Talent Products (for UKG Pro)
• Flexible, dependable, and capable of operating at a high rate of delivery with minimal direction
• Minimum 2 years' experience in UKG
• A demonstrated commitment to high professional ethical standards
• Strong work ethic, and a sense of pride in their work efforts and deliverables
• Strong organizational and problem-solving skills
• Ability to handle multiple tasks under tight deadlines
• Ability to collaborate and work as a part of a team

Preferred Requirements

• Knowledge and experience with mergers and acquisitions
• Knowledge and experience of basic payroll tax requirements
• Knowledge and experience with Affordable Care Act (ACA) requirements
• Knowledge and experience with reporting tools, i.e. Business Intelligence (BI) or Cognos

Desired Strengths/Characteristics

• High-level of emotional intelligence and resiliency
• Self-motivated and action oriented
• Flexible, dependable, and capable of operating at a high rate of delivery with minimal direction
• Able to negotiate conflicts into win-win situations with strong oral and written communication skills
• Effective listening skills
• Comfortable speaking with any client of varying organizational levels (e.g. directors, managers, employees)
• Ability to manage multiple projects of varying complexity concurrently
• Strong time management skills with ability to excel in remote environment
• Demonstrate a high degree of patience in working with others and ability to make decisions in high stress/high risk situations

Work and Travel Requirements

• Able to work remotely from a home office
• Legal residence and ability to work in the United States or legal residence and ability to work in Canada
• Ability and willingness to travel up to 10%