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

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.

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

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

Ascend, Inc. is an exclusively UKG implementation and consulting services firm enabling enterprise and mid-market companies throughout the U.S. and Canada to manage, empower, engage, and optimize their workforce UKG WFM.

We place a high importance on our employees and reward the team in several ways such as:

Competitive industry compensation and quarterly bonus potential Benefits package with multiple plan offerings and generous employer contribution 401(k) retirement plan with employer match Supportive work/team culture 100% virtual remote work with employer-provided tools Open PTO policy Employee development program individualized to each employee's needs Professional tuition reimbursement program Employee referral program

Competitive industry compensation and quarterly bonus potential

Benefits package with multiple plan offerings and generous employer contribution

401(k) retirement plan with employer match

Supportive work/team culture

100% virtual remote work with employer-provided tools

Open PTO policy

Employee development program individualized to each employee's needs

Professional tuition reimbursement program

Employee referral program

Recognition from UKG includes: 2017 ‘Rookie of the Year’ and three-time Partner Pinnacle Award recipient in 2018, 2019, and 2020.