Senior Customer Experience & Tech Engagement Lead

UKG

Helena (MT)

On-site

USD 102,000 - 147,000

Full time

13 days ago

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Job summary

UKG is seeking an Emerald Experience Manager (EXM) to serve as a trusted advisor and executive relationship partner for UKG’s Premium customers. You will blend executive engagement, customer success leadership, and technical stewardship to drive measurable outcomes and maximize ROI across UKG Pro, WFM, and related solutions.

In this role you will lead quarterly business reviews, orchestrate UKG resources, monitor adoption and ROI, and drive platform optimization.

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 Partnership – Act as the single accountable partner for customer executives.
Customer Success Leadership – Champion adoption, retention, and business value realization.
Technical Stewardship – Ensure system stability, resolve escalations, and optimize ROI.
Cross-Functional Orchestration – Align internal UKG teams around customer goals.
Translate executive objectives into actionable roadmaps and advocate for product enhancements.