Aaron Johnson
Jacksonville
Summary
Results-driven technology professional with 10+ years of experience in customer-focused roles. Extensive background in the Tech/HCM Industry has sharpened technology and customer service skills, enabling efficient team leadership, routine health checks with internal and external customers, impactful presentations to diverse audiences, and driving internal process improvement. Thrives in team environments as a critical thinker, consistently exceeding performance standards with a strong work ethic. Ready for new challenges and eager to contribute to organizational success.
Overview
10
10
years of professional experience
Work History
People Success Manager/SKL
Ultimate Kronos Group/ Ultimate Software
09.2018 - 07.2024
- Lead, motivated and coached a customer success team to achieve department goals Ultimate Kronos Group
- Developed and ran strategic projects that have a widespread impact on the organization
- Understood the business from a functional and industry perspective
- Prioritized work for team to ensure customer expectations are exceeded
- Track, monitor teams performance key metrics and KPIs
- Assisted team when additional escalation management is required
- Defined trend setting performance metrics and drive the organization to meet those metrics
- Drove a culture of continuous improvement while fostering an innovative work environment
- Coached, promoted collaboration and teamwork, & resolve conflict
- Performed well in a fast-paced environment
- Present monthly business statistic report (MBR) to senior management
- Provided support and act as an escalation point to customers with service challenges
- Managed relationships with key partners from both Services and Product Development and Relationship Management teams
Team Lead
Ultimate Software Group
09.2017 - 09.2018
- Actively created an atmosphere where team members feel supported, valued, and empowered
- Actively worked with the Time Specialist to keep them focused, motivated, and on track
- Regularly engaged in honest and open communication with team members
- Continuously mentored, coached and encouraged personal and professional growth
- Taught employees instead of giving orders and set clear employee goals and expectations
- Open to new ideas and alternative ways of thinking
- Evaluated and troubleshot potential case escalations and provided assistance along with knowledge transfer to team members
- Assisted with sensitive, critical, and challenging issues, assigned resources accordingly and took over if necessary
- Coordinated, delivered, and participated in team training
- Met and collaborated with all team leads to promote unified message to all teams
- Proactively monitored day to day activities of the team including queue management, aged cases, stale cases, meeting SLAs and resource alignment where needed
Support Solutions (Tier II) - UTA
Ultimate Software Group
07.2014 - 09.2017
- Provided strategic consulting to customers experiencing difficulties with UltiPro Time & Attendance when the product is not meeting their business needs - addresses major issues, provide best practices, and educate customer on their system configuration
- Effectively communicated with external and internal partners on multiple levels (i.e., from first line staff to executive level management)
- Optimized the contribution of the team through coaching and mentoring; both technically and professionally
- Continuously looked for improvements in operational processes and designs through KCS article creations
- Participated in Lead US Footprints; a leadership program that was designed to systemically develop all of Ultimate Software’s leaders and potential leadership to support the growth overtime, and where they are in their career today
- Proactively assisted Success Team with queue management tips and tricks to reduce aged & stale cases
- Cultivated internal relationships across the organization to build a network of internal partners
Education
Bachelor of Science - Computer And Information Systems
Remington College
05-2003
Skills
- UKG Pro Suite
- SaaS
- Microsoft SQL Server
- Salesforce
- Microsoft Office 365
- Google Suites
- Leadership
- Mentoring
- Coaching
- Project Management
- Technology
- Cloud Computing
- Technical Support
- Networking
- Strategic planning
- Client relations
- Team building
- Customer relationship building
- Customer service
- Teamwork and collaboration
- Problem-solving abilities
- Team leadership
Timeline
People Success Manager/SKL
Ultimate Kronos Group/ Ultimate Software
09.2018 - 07.2024
Team Lead
Ultimate Software Group
09.2017 - 09.2018
Support Solutions (Tier II) - UTA
Ultimate Software Group
07.2014 - 09.2017
Bachelor of Science - Computer And Information Systems
Remington College
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