Overview
Work History
Education
Skills
Timeline
Generic

BRIANNA FELICIANO

Grand Island,FL

Overview

10
10
years of professional experience

Work History

Sr. Customer Success Manager

UKG, Inc.
10.2024 - Current
  • Manage a diverse portfolio of Mid-Market customer accounts, each with 500-1500 employees, totaling $22M in ARR.
  • Establish and maintain strong relationships with key executive contacts and power users, acting as a product expert and ambassador of UKG's customer experience.
  • Maintain in-depth knowledge of the UKG product suite, stay current on product roadmap items with the intention of offering best practices that drive the adoption of additional solutions and new product enhancements.
  • Generate lead opportunities to the customer's Sales Team, identifying areas of grow within the customer's current investment.

Sr. Strategic Executive Relationship Manager

UKG, Inc.
10.2022 - 10.2024
  • Managed the success of a portfolio of SMB & Mid-Market customer accounts while focusing on driving adoption and maintaining high retention.
  • Developed and maintained strong trust-based relationships with C-suite members, other key executive contacts, and system administrators.
  • Ensured the goals and strategies of the executive team aligned with the overall objectives of the organization as it pertains to technology & services.
  • Maintained detailed account notes, tracking open items, ongoing projects, areas of concern, business objectives, and opportunities for growth, ensuring accurate account health is reflected for transparency within the organization.
  • Organized and attended customer conferences and events to strengthen client relationships.
  • Partnered with the Sales organization and other internal teams; Renewals, Revenue Negotiation, Support, and Off Boarding to effectively communicate, advocate, and resolve customer requests.

Customer Success Consultant II

UKG, Inc.
04.2022 - 10.2022
  • Maintained the success of assigned customer accounts, tracking and reporting account health scores, surveys, and gross revenue retention.
  • Measured, customer engagement and sentiment to identify opportunities to enhance the customer experience.
  • Diagnosed system utilization trends and created enablement recommendations to drive adoption and expertise.
  • Executed best-in-class customer success practices to deliver a differentiated customer service experience.

Human Resource Services Coordinator II

UKG, Inc.
09.2020 - 04.2022
  • Managed a portfolio of high-value customer accounts ensuring their investment in Managed Services was well-supported and optimized.
  • Maintained and tracked inbound and outbound Customer Service Center emails and calls.
  • Provided a clear explanation of benefit and payroll options available to employees company policies to prepare employees for Open Enrollment and Year End.
  • Troubleshooted employee timesheets, assisted with correcting time entries, and explained how shift patterns, time off policies, and other time configurations effect payroll.
  • Assisted in the creation and implementation of new department processes designed to streamline communication and processes within the service center and amongst other internal teams.

Customer Service Representative

Outcome Referrals, Inc.
03.2015 - 04.2017
  • Handled incoming calls and customer service inquiries, providing information about services, and addressing any concerns or questions from clients.
  • Assisted clinicians with use of company's behavioral health assessment tool and provided clear insight into the presence and severity of detected behavioral health conditions amongst clients.
  • Monitored comprehensive reports related to patient well-being and treatment needs.
  • Utilized Treatment Outcome Package (TOP) sandbox environment to assist with detection of software bugs and defects, reporting any findings to IT for resolution.

Education

Bachelor of Science - Business Management & Marketing

Framingham State University
Framingham, MA
05.2019

Skills

    Client Relationship Management

    Project Management

    CRM Proficiency

    Data Analysis

    Conflict Resolution

    Strategic Planning

    Business Development

    Mentoring

Timeline

Sr. Customer Success Manager

UKG, Inc.
10.2024 - Current

Sr. Strategic Executive Relationship Manager

UKG, Inc.
10.2022 - 10.2024

Customer Success Consultant II

UKG, Inc.
04.2022 - 10.2022

Human Resource Services Coordinator II

UKG, Inc.
09.2020 - 04.2022

Customer Service Representative

Outcome Referrals, Inc.
03.2015 - 04.2017

Bachelor of Science - Business Management & Marketing

Framingham State University

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BRIANNA FELICIANO