Patrick Cihak
Customer Support Manager, Professional Services Manager | Servant leader focused on improving the customer experience, developing employees, and delivering business value
- Role
- Manager, Post-live Professional Services Consulting at UKG
- Location
- Minneapolis, MN, US
- LinkedIn followers
- 500 followers
About Patrick Cihak
Enthusiastic leader with exceptional communication and interpersonal skills, adept at driving quality metrics and the adoption of best practices. A dedicated customer advocate and servant leader, guiding colleagues to achieve organizational and personal goals by fostering teamwork to streamline processes and execute on strategic initiatives, with the customer experience in mind.
Experience
Manager, Post-live Professional Services Consulting
Aug 2024 — Present
Lead a distributed team of integration consultants responsible for delivering integrations between UKG Pro and HR benefits carriers, ensuring exceptional quality, customer satisfaction, and adherence to delivery targets.Oversee a team of up to 13 geographically dispersed consultants managing 400+ active projects, completingImproved OSAT from 70% to 90% within one fiscal year through enhanced project oversight, coaching, and performance management.Reduced aged project backlog (180+ days) from 14% to less than 1% of total volume by optimizing processes and improving coordination with development and vendor partners.Manage client escalations for midmarket and enterprise customers, facilitating resolution meetings andproviding executive-level visibility into project status and outcomes.Collaborate cross-functionally with consultants, developers, clients, and third-party vendors to accelerate time-to-resolve (TTR) and ensure timely delivery of integrations.Analyze OSAT survey results and lead closed-loop follow-up with clients to identify improvement opportunities and strengthen customer relationships.Allocate and assign service requests, ensuring optimal resource utilization and timely project kickoff.
Education
University of Wisconsin-Madison
Bachelor of Arts, Political Science
2007 — 2011
Skills
- Microsoft Word
- Time Management
- Training
- Leadership
- Data Analysis
- Management
- Supply Chain
- Customer Service
- Salesforce.com
- Account Management
- Microsoft Office
- Sales
- Troubleshooting
- Outlook
- Access
- Powerpoint
- Microsoft Excel
- Saas
- Analysis
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