Premium CX & Technical Engagement Lead

UKG (Ultimate Kronos Group); City of Albany (NY); On-site; USD 102,000 - 147,000; Full time

Job summary

UKG is seeking an Emerald Experience Manager (EXM) to act as a trusted advisor and executive partner for Premium customers. You will blend executive relationship management, customer success leadership, and technical stewardship to ensure measurable outcomes and maximize ROI across UKG’s workforce platform.

Responsibilities include leading executive engagements, driving adoption and value realization, and coordinating cross-functional teams across Product, Engineering, and Services to deliver

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.

Responsibilities

• Executive & Strategic Engagement: Serve as the primary executive relationship manager for Premium accounts; facilitate advisories, QBRs, and governance sessions; orchestrate UKG resources.
• Customer Success & Value Realization: Anticipate customer needs, identify opportunities for adoption and optimization, monitor health and ROI, drive retention.
• Technical Advocacy & Escalation Management: Provide technical stewardship across UKG products; lead root cause analysis; collaborate with Product/Engineering/Services.
• Cross-Functional Orchestration: Align internal teams to customer goals; translate objectives into roadmaps; advocate for product enhancements.

Skills

Executive partnership

Customer success leadership

Technical stewardship

Cross-functional collaboration

Communication skills

Tools

UKG Pro WFM

Advanced Scheduling

TeleStaff

Watchtower/Command Center

Job description

UKG is seeking an Emerald Experience Manager (EXM) to act as a trusted advisor and executive partner for Premium customers. You will blend executive relationship management, customer success leadership, and technical stewardship to ensure measurable outcomes and maximize ROI across UKG’s workforce platform.

Responsibilities include leading executive engagements, driving adoption and value realization, and coordinating cross-functional teams across Product, Engineering, and Services to deliver