Executive Customer Experience & Technical Engagement Lead

UKG; Trenton (NJ); On-site; USD 102,000 - 147,000; Full time

Job summary

UKG is seeking an Emerald Experience Manager to act as a trusted advisor for Premium accounts, combining executive partnerships with technical stewardship. You will lead customer success initiatives, optimize ROI, and orchestrate cross-functional teams across UKG Pro, WFM, and related platforms.

You will guide strategic roadmaps, manage escalations, and ensure measurable business outcomes for our largest customers.

Qualifications

• 5+ years in HCM, HRIS, or enterprise SaaS customer success, consulting, or technical advisory roles.
• Knowledge of UKG Pro Workforce Management (WFM).
• Proven ability to consult with enterprise customers at business and technical levels.
• Excellent communication, facilitation, and relationship-building skills.
• Strong organizational skills; ability to manage multiple priorities.

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 and optimization.
• Monitor account health, retention signals, and ROI drivers; reduce churn risk.

Skills

HCM/HRIS experience

UKG Pro WFM

Enterprise consulting

Communication skills

Organization & prioritization

Job description

UKG is seeking an Emerald Experience Manager to act as a trusted advisor for Premium accounts, combining executive partnerships with technical stewardship. You will lead customer success initiatives, optimize ROI, and orchestrate cross-functional teams across UKG Pro, WFM, and related platforms.

You will guide strategic roadmaps, manage escalations, and ensure measurable business outcomes for our largest customers.