Strategic CX & Technical Engagement Lead

UKG (Ultimate Kronos Group); Lansing (MI); On-site; USD 102,000 - 147,000; Full time

Job summary

UKG is seeking an Emerald Experience Manager to lead strategic engagement with Premium accounts. You will partner with executives, champion adoption, and provide technical stewardship across UKG Pro, WFM, and related platforms to maximize ROI.

You will orchestrate cross-functional teams, align roadmaps with customer goals, and drive measurable business value while maintaining strong relationships at the executive level and ensuring operational excellence for the largest customers.

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 both business and technical levels.
• Excellent communication, facilitation, and relationship-building skills.
• Willingness to work outside of normal business hours, including on call rotations.

Responsibilities

• Serve as the primary executive relationship manager for Premium accounts.
• Facilitate QBRs and strategic governance sessions with customer executives.
• Orchestrate UKG resources to achieve customer objectives.
• Champion adoption, retention, and ROI for Premium customers.
• Provide technical stewardship across UKG Pro, Pro WFM, Workforce Central, and PLUS Central.
• Lead root cause analysis of escalated issues and drive resolutions.
• Collaborate with Watchtower/Command Center, Product, Engineering and Services teams.
• Translate executive objectives into actionable roadmaps.

Skills

Executive partnership

Customer success leadership

Technical stewardship

Strong communication

Relationship management

Tools

UKG Pro Workforce Management (WFM)

Advanced Scheduling

TeleStaff

Job description

UKG is seeking an Emerald Experience Manager to lead strategic engagement with Premium accounts. You will partner with executives, champion adoption, and provide technical stewardship across UKG Pro, WFM, and related platforms to maximize ROI.

You will orchestrate cross-functional teams, align roadmaps with customer goals, and drive measurable business value while maintaining strong relationships at the executive level and ensuring operational excellence for the largest customers.