Ultimate Software SERVICE EXCELLENCE FELLOW in Ft. Lauderdale, Florida


Reporting to the VP, Service Excellence, the Service Excellence Fellowacts as the Customer Success executive and ambassador for customer executive/C suite engagements and escalations. The ideal candidate has executive presence, is highly responsive, strategic thinker, articulate, and customer retention focused. The Service Excellence Fellow ensures that our support teams execute on timely road maps and action plans, works closely to ensure success and that the customer sees ROI in our solution and is referenceable. This role facilitates and aligns appropriate team members to ensure success and keeps customer executives informed. The ideal candidate builds trusted relationships with executive sponsors, anticipating roadblocks, delivering value, and aiding revenue growth and retention.

Here at Ultimate Software, we truly put our people first. We strongly believe in teamwork, and we encourage and trust our people to reach higher, learn more, and live up to their potential. Ultimate is ranked #1 on Fortune's “Best Places to Work in Technology” for 2018 and #3 on the “100 Best Companies to Work For” list in 2018. Ultimate is also ranked #1 on the Fortune’s “100 Best Workplaces for Millennials” for 2017 and #3 on its "Best Workplaces for Diversity” list for 2017.

Primary Duties and Responsibilities:

  • Acts as the Service Excellence ambassador for customer executives and C level engagements
  • Prioritize and stimulate escalations to ensure visibility, traction and ultimate closure
  • Ensures customers are heard throughout the process
  • Establish correct expectations, enforce relief and resolve through effective communication
  • Oversight of support team’s customer action plan to ensure continuity and retention. Presents status updates to stakeholders on on-going, frequent basis
  • Maximizes impact of cross functional resources & personally intervene when appropriate
  • Advocates on behalf of clients cross organizationally with Services, Product Management, Development, Consulting and Support for critical product enhancements and issue resolution
  • Strategize with cross organizational leaders to execute on retention and quality improvement opportunities
  • Drive a culture of continuous improvement & reliability
  • Work within a voice of the customer structure to interpret and action team member and customer feedback for operational excellence and problem avoidance
  • Foster operational excellence and collaborative spirit across Ultimate Software to drive efficiencies and scalability
  • Support the VP, Service Excellence in various capacities

Required Qualifications:

  • Minimum of 10 years of experience in a leadership role required
  • Accomplished, articulate and collaborative leader who has a proven track record of outstanding customer success leadership resulting in achieving the highest customer loyalty and retention
  • Deep sense of accountability and ownership
  • Executive presence, ability to engage executives (internal and external)
  • Influencing, working collaboratively and independently, conflict management skills
  • Must be a role model for our People First culture
  • Function effectively and efficiently in a high paced environment
  • Demonstrate leadership, decision-making, and team building skills
  • Demonstrate strong oral, presentation, written and verbal communication skills
  • Demonstrate problem-solving and negotiation/influence skills
  • Outstanding organizational, problem solving, and communication skills


Bachelor’s Degree in Business Administration, Accounting, or MIS, or equivalent* *

Preferred Qualifications:MBA* *

Travel Requirement: Up to 25%

This job description has been written to include the general nature of work performed. It is not designed to contain a comprehensive detailed inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Posted: March 6, 2018