Executive Experience & Technical Engagement Lead

UKG; United States; On-site; USD 102,000 - 147,000; Full time

Job summary

UKG is seeking an Emerald Experience Manager to serve as a trusted advisor and executive partner for UKG’s Premium customers. You’ll blend executive engagement, customer success leadership, and technical stewardship to help premium accounts realize measurable outcomes and maximize ROI from UKG solutions.

In this strategic role you’ll orchestrate cross-functional teams, champion adoption and value realization, monitor ROI, and translate executive objectives into actionable roadmaps while

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

• Act 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

Executive relationships

Customer success

Communication

UKG Pro WFM

Advanced Scheduling

TeleStaff

Tools

UKG Pro WFM

Advanced Scheduling

TeleStaff

Job description

UKG is seeking an Emerald Experience Manager to serve as a trusted advisor and executive partner for UKG’s Premium customers. You’ll blend executive engagement, customer success leadership, and technical stewardship to help premium accounts realize measurable outcomes and maximize ROI from UKG solutions.

In this strategic role you’ll orchestrate cross-functional teams, champion adoption and value realization, monitor ROI, and translate executive objectives into actionable roadmaps while