Client Engagement Specialist

Are you looking to accelerate your career without having to hide your authentic self - a place where you can be you? A career that’s making a bigger impact on the world? At OneDigital, we are on a mission to help people do their best work and live their best lives. From the services we offer to the way we show up for each other each day, we are fueling dreams, achieving big goals, and embracing each other’s truest selves. We understand that pursuing a new job is a big deal. Maybe you’re afraid you won’t fit in. Well, here’s the good news. For us, the days of “fit in to get in” are over and being different is not a barrier to getting ahead. Greatness comes in all shapes, sizes, colors, and experience levels. If you are looking for a people-first culture that is wired for growth, driven to serve, and totally committed to having your back, give us a shot. Your best life awaits. Must be eligible to work in the United States without the need for work visa or residency sponsorship. Our Newest Opportunity: 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 Our 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. Systems 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. Your base pay is dependent upon your skills, education, qualifications, professional experience, and location. In addition to base pay, some roles are eligible for variable compensation, commission, and/or annual bonus based on your individual performance and/or the company’s performance. We also offer eligible employees health, wellbeing, retirement, and other financial benefits, paid time off, overtime pay for non-exempt employees, and robust learning and development programs. You will receive reimbursement of job-related expenses per the company policy and may receive employee perks and discounts. To learn more, visit: www.onedigital.com/careers OneDigital is an equal opportunity employer. Not only as a matter of standard, but to honor and celebrate our differences. We believe that the power of ONE starts with you. We are committed to cultivating and preserving a culture that celebrates diversity, insists on equity and inclusion, and connects us. Ensuring our people feel seen, valued, respected, and supported is fundamental to our core values and business goals. OneDigital provides equal employment opportunities to all employees and applicants for employment regardless of their: veteran status, uniformed servicemember status, race, color, religion, sex, sexual orientation, gender identity, age (40 and over), pregnancy (including childbirth, lactation and related medical conditions), national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics) or any other category protected by federal, state or local law (collectively, “protected characteristics”). A copy of the Federal EEO poster is linked here. Pursuant to local Fair Chance Ordinances, we will consider qualified applications with arrest or conviction records for employment. For applicable candidates, the following ordinances are linked here to inform you of your rights as an applicant: City and County of San Francisco City of Los Angeles County of Los Angeles Employment decisions shall comply with all other applicable federal, state and city/county laws prohibiting discrimination in employment. OneDigital complies with all criminal history inquiry [or ‘ban the box’] laws in California, Connecticut, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New Mexico, Oregon, Rhode Island, Vermont and Washington. In short, we believe in hiring the most qualified applicant for the position, regardless of background. This posting will remain live while OneDigital is actively accepting applications. Once candidates have been selected, the posting will be removed. We kindly ask that external recruiters, agencies, and search firms do not contact our hiring managers or employees directly regarding open positions. All candidate submissions must go through our official application process and must be made aware to our internal Talent Acquisition team to verify candidate ownership. Unsolicited resumes or candidate profiles sent to OneDigital without a prior signed agreement will be considered the property of OneDigital. In such cases, OneDigital reserves the right to pursue and hire those candidates without any financial obligation to the agency or recruiter. OneDigital understands the immense responsibility and opportunities provided by Artificial Intelligence. We utilize advanced Artificial Intelligence [AI] technologies to enhance our recruitment process. This includes using AI to filter candidates based on their qualifications and to rediscover potential candidates from our existing applicant pool. Our AI systems help us efficiently identify the best fit for our open positions, ensuring a streamlined and effective hiring experience. However, AI does not replace the humans in our process. If you have concerns about our use of AI, you may opt out where laws allow. If you have questions about our hiring policies and practices, we would be happy to discuss upon receiving your application. We hope to welcome you to OneDigital and look forward to hearing from you. Thank you for your interest in joining the OneDigital team! Apply To This Job