Premium Account Executive & Technical Experience Leader

UKG; Phoenix (AZ); On-site; USD 102,000 - 147,000; Full time

Job summary

UKG is seeking an Emerald Experience Manager to drive strategic engagement with our Premium customers. You will act as trusted advisor, technical advocate, and executive relationship partner, blending leadership, adoption, and ROI optimization across UKG Pro WFM and related modules.

In this role you’ll orchestrate cross-functional teams, manage executive reviews, monitor health and ROI, and translate customer goals into actionable roadmaps while driving product enhancements informed by customer

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.

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 relationship management

Customer success leadership

Technical stewardship

Enterprise SaaS experience

Communication skills

Tools

Watchtower/Command Center

Job description

UKG is seeking an Emerald Experience Manager to drive strategic engagement with our Premium customers. You will act as trusted advisor, technical advocate, and executive relationship partner, blending leadership, adoption, and ROI optimization across UKG Pro WFM and related modules.

In this role you’ll orchestrate cross-functional teams, manage executive reviews, monitor health and ROI, and translate customer goals into actionable roadmaps while driving product enhancements informed by customer