Executive Customer Experience & Technical Engagement Lead

UKG; Hagåtña (GU); On-site; USD 102,000 - 147,000; Full time

Job summary

UKG, a leading Workforce Operating Platform, seeks an Emerald Experience Manager (EXM) for its Emerald Premium Program. You will partner with UKG’s most valuable customers, champion adoption, and drive technical stewardship to maximize ROI across UKG Pro, WFM, and related solutions.

The role blends executive relationship leadership with cross-functional collaboration to deliver measurable business outcomes. Excellent communication and strategic thinking are essential for success.

Qualifications

• 5+ years in HCM, HRIS, or enterprise SaaS customer success, consulting, or technical advisory roles.
• Knowledge of UKG Pro WFM, including Advanced Scheduling and/or TeleStaff.
• Proven ability to consult with enterprise customers at both business and technical levels.
• Excellent communication, facilitation, and relationship-building skills.
• Strong organizational skills; ability to manage multiple priorities.
• Willingness to work outside of normal business hours, including on-call rotations.

Responsibilities

• Serve as the primary executive relationship manager for Premium accounts.
• Facilitate executive advisories, quarterly business reviews (QBRs), and strategic governance sessions.
• Orchestrate UKG resources to deliver on customer objectives.
• Anticipate customer needs and identify opportunities for adoption, optimization, and innovation.
• Monitor account health, retention signals, and ROI drivers; reduce churn risk.
• Drive outcomes such as system efficiency, HR/payroll optimization, and productivity gains.
• Provide technical stewardship across UKG Pro, Pro WFM, Workforce Central, and PLUS Central.
• Lead root cause analysis and resolution of escalated issues.
• Collaborate with Watchtower/Command Center, Product, Engineering, and Services teams.
• Develop monitoring tools and optimization strategies.
• Align internal UKG teams around customer goals.
• Translate executive objectives into actionable roadmaps.
• Advocate for product enhancements based on feedback and trends.

Skills

HCM / HRIS experience

Enterprise SaaS

UKG Pro WFM knowledge

Consulting with enterprises

Communication skills

Organizational skills

On-call availability

Job description

UKG, a leading Workforce Operating Platform, seeks an Emerald Experience Manager (EXM) for its Emerald Premium Program. You will partner with UKG’s most valuable customers, champion adoption, and drive technical stewardship to maximize ROI across UKG Pro, WFM, and related solutions.

The role blends executive relationship leadership with cross-functional collaboration to deliver measurable business outcomes. Excellent communication and strategic thinking are essential for success.