Bob K.
Senior Manager | Technical Account Management & Customer Success Operations | Enterprise SaaS | Escalation & Support Strategy
- Role
- Manager, Global Technical Account Management at UKG
- Location
- Ashland, MA, US
- LinkedIn followers
- 500 followers
About Bob K.
I lead SaaS service and operations teams in complex enterprise environments where performance, accountability, and customer confidence are critical. My focus is on measurable performance improvement and operational stability. I’ve supported global customer bases of enterprise clients and partnered cross-functionally with Product, Engineering, Sales, and Customer Success to strengthen service predictability and protect renewal stability. My leadership approach centers on clarity of standards, disciplined execution, and calm decision-making in high-pressure environments.
Experience
Manager, Global Technical Account Management
Jul 2025 — Present · Lowell, MA, US
Lead a team of 12 Global Technical Account Managers supporting enterprise HRIS clients across the U.S. and Canada. Focused on strengthening operational discipline, case governance, and performance accountability in a high-volume SaaS environment.Key impact:• Reduced aged backlog (>30 days) 45%(62 → 34)• Increased productivity adherence from 50% to 80% against a 45-case monthly standard• Sustained 6.8/7 ISAT (97% favorable) and 6.5/7 OSAT (93% favorable) across 220 surveys• Improved MTTR 18% in the Canada region• Led AI-enabled support initiative to integrate chatbot workflows into frontline operations
Education
Thomas Edison State University
Bachelor of Arts - BA, History
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