Premium Customer Experience Executive & Technical Advisor

UKG; Lincoln (NE); Remote; USD 102,000 - 147,000; Full time

Job summary

UKG is seeking an Emerald Experience Manager (EXM) to partner with Premium accounts and lead customer success initiatives. The role blends executive sponsorship, technical stewardship, and strategic governance to maximize investment in UKG solutions.

Responsibilities include driving adoption, monitoring ROI, and coordinating cross-functional teams to deliver outcomes for large, strategic customers.

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 primary executive relationship manager for Premium accounts.
• Drive adoption, retention, and business value realization.
• 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.
• Translate executive objectives into actionable roadmaps.
• Advocate for product enhancements based on feedback and trends.

Skills

HCM

HRIS

Customer Success

Enterprise SaaS

Executive Relationship Management

Technical Advisory

Strategic Governance

Communication

Tools

UKG Pro WFM

Job description

UKG is seeking an Emerald Experience Manager (EXM) to partner with Premium accounts and lead customer success initiatives. The role blends executive sponsorship, technical stewardship, and strategic governance to maximize investment in UKG solutions.

Responsibilities include driving adoption, monitoring ROI, and coordinating cross-functional teams to deliver outcomes for large, strategic customers.