Senior Executive CX & Technical Engagement Lead

UKG; Augusta (ME); On-site; USD 102,000 - 147,000; Full time

Job summary

UKG is seeking an Emerald Experience Manager (EXM) to serve as a trusted advisor and technical advocate for UKG’s Premium accounts. The role blends executive partnership with customer success leadership to ensure measurable outcomes and maximize ROI.

You will align cross-functional teams across UKG Pro, Pro WFM, Workforce Central, and PLUS Central, driving adoption, retention, and value realization while escalating and resolving issues as needed.

Qualifications

• 5+ years in HCM, HRIS, or enterprise SaaS customer success, consulting, or technical advisory roles.
• Knowledge of UKG Pro WFM, including Advanced Scheduling and/or TeleStaff.
• Proven ability to consult with enterprise customers at 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.
• 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.

Skills

Customer success

Enterprise SaaS

HRIS

Technical advisory

Executive communication

Tools

UKG Pro WFM

Advanced Scheduling

TeleStaff

Job description

UKG is seeking an Emerald Experience Manager (EXM) to serve as a trusted advisor and technical advocate for UKG’s Premium accounts. The role blends executive partnership with customer success leadership to ensure measurable outcomes and maximize ROI.

You will align cross-functional teams across UKG Pro, Pro WFM, Workforce Central, and PLUS Central, driving adoption, retention, and value realization while escalating and resolving issues as needed.