Executive Experience Lead: Technical & Customer Success

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

Job summary

UKG is seeking an Emerald Experience Manager (EXM) to lead strategic partnerships with premium customers. The role blends executive relationship management, customer success leadership, and technical stewardship to ensure measurable outcomes and maximize ROI across UKG solutions.

You will serve as the primary executive partner for Premium accounts, drive QBRs, orchestrate resources, and translate executive objectives into actionable 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

• Executive Partnership – Act as the single accountable partner for customer executives.
• Customer Success Leadership – Champion adoption, retention, and business value realization.
• Technical Stewardship – Ensure system stability, resolve escalations, and optimize ROI.
• 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 / Enterprise SaaS advisory

UKG Pro WFM knowledge

Client consultative skills

Communication

Organization

On-call willingness

Job description

UKG is seeking an Emerald Experience Manager (EXM) to lead strategic partnerships with premium customers. The role blends executive relationship management, customer success leadership, and technical stewardship to ensure measurable outcomes and maximize ROI across UKG solutions.

You will serve as the primary executive partner for Premium accounts, drive QBRs, orchestrate resources, and translate executive objectives into actionable roadmaps.