Executive Experience Architect — Customer Success & Tech

UKG; Madison (WI); On-site; USD 102,000 - 147,000; Full time

Job summary

UKG is seeking an Emerald Experience Manager to partner with Premium customers as a trusted advisor and technical steward. You will lead executive engagements, drive adoption, and orchestrate engineering, product, and services teams to deliver measurable ROI across UKG’s workforce operating platform.

This role requires 5+ years in HCM or enterprise SaaS, deep knowledge of UKG Pro WFM, and a proven ability to translate business goals into technical roadmaps.

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 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

Enterprise SaaS

Customer success

Executive relationship

Technical advisory

Cross-functional collaboration

Tools

UKG Pro WFM

Workforce Central

PLUS Central

Job description

UKG is seeking an Emerald Experience Manager to partner with Premium customers as a trusted advisor and technical steward. You will lead executive engagements, drive adoption, and orchestrate engineering, product, and services teams to deliver measurable ROI across UKG’s workforce operating platform.

This role requires 5+ years in HCM or enterprise SaaS, deep knowledge of UKG Pro WFM, and a proven ability to translate business goals into technical roadmaps.