Executive Tech Engagement Lead for Premium Accounts

UKG; Honolulu (HI); 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 relationship partner for our Premium customers. This strategic role blends leadership in customer success with technical stewardship to drive measurable outcomes and maximize ROI across UKG’s suite.

You will lead executive engagements, champion adoption, and orchestrate cross-functional teams to deliver value. The role requires deep HCM SaaS knowledge, strong communication, and willingness to work outside

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

• 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

Executive partnership

Customer success leadership

Technical stewardship

Consult enterprise customers

Strong communication

Relationship building

Tools

UKG Pro WFM

Advanced Scheduling

TeleStaff

Job description

UKG is seeking an Emerald Experience Manager to serve as a trusted advisor and executive relationship partner for our Premium customers. This strategic role blends leadership in customer success with technical stewardship to drive measurable outcomes and maximize ROI across UKG’s suite.

You will lead executive engagements, champion adoption, and orchestrate cross-functional teams to deliver value. The role requires deep HCM SaaS knowledge, strong communication, and willingness to work outside