Executive Customer Experience & Technical Engagement Lead

UKG (Ultimate Kronos Group); Olympia (WA); On-site; USD 102,000 - 147,000; Full time

Job summary

UKG is seeking an Emerald Experience Manager (EXM) to partner with our most strategic Premium clients. You will blend executive relationship leadership with technical stewardship to drive adoption, value realization, and ROI across UKG Pro, Pro WFM, Workforce Central, and PLUS Central.

In this role you will align cross-functional teams, facilitate quarterly business reviews, and translate executive objectives into practical roadmaps.

Qualifications

• 5+ years in HCM, HRIS, or enterprise SaaS customer success, consulting, or technical advisory roles.
• Knowledge of UKG Pro Workforce Management (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.

Skills

Customer success

Executive relationships

Technical advisory

Communication

Cross-functional

Organization

Tools

UKG Pro Workforce Management

Watchtower/Command Center

Job description

UKG is seeking an Emerald Experience Manager (EXM) to partner with our most strategic Premium clients. You will blend executive relationship leadership with technical stewardship to drive adoption, value realization, and ROI across UKG Pro, Pro WFM, Workforce Central, and PLUS Central.

In this role you will align cross-functional teams, facilitate quarterly business reviews, and translate executive objectives into practical roadmaps.