Remote Lead: Customer Experience & Tech Engagement

Ukg-6; United States; Remote; USD 102,000 - 147,000; Full time

Job summary

UKG is the Workforce Operating Platform behind the world’s largest shift to people-first HR technology. The Emerald Experience Manager role partners with UKG’s most valuable customers to drive measurable outcomes, optimize ROI, and ensure premium accounts receive the full value of UKG solutions.

As a trusted advisor and technical advocate, you will manage executive relationships, guide strategic governance, and collaborate with Product, Engineering, and Services teams to deliver measurable

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.
• Strong organizational skills; ability to manage multiple priorities.
• Willingness to work outside of normal business hours, including on call rotations.

Responsibilities

• Executive & Strategic Engagement: Serve as the primary executive relationship manager for Premium accounts and facilitate QBRs and governance sessions.
• Customer Success & Value Realization: Monitor adoption, retention signals, and ROI drivers; drive system efficiency and productivity gains.
• Technical Advocacy & Escalation Management: Provide technical stewardship across UKG Pro, WFM, and related products; lead root cause analyses.
• Cross-Functional Orchestration: Align internal teams around customer goals; translate objectives into actionable roadmaps.

Skills

HCM Knowledge

UKG Pro WFM

Enterprise Consulting

Communication

Organization

On-call availability

Job description

UKG is the Workforce Operating Platform behind the world’s largest shift to people-first HR technology. The Emerald Experience Manager role partners with UKG’s most valuable customers to drive measurable outcomes, optimize ROI, and ensure premium accounts receive the full value of UKG solutions.

As a trusted advisor and technical advocate, you will manage executive relationships, guide strategic governance, and collaborate with Product, Engineering, and Services teams to deliver measurable