[Hiring] Lead Customer Experience Technical Engagement Manager @UKG

Role Description

The Emerald Experience Manager (EXM) is a strategic role within UKG’s Emerald Premium Program, serving as a trusted advisor, technical advocate, and executive relationship partner for UKG’s most valuable customers. This role blends executive partnership, customer success leadership, and technical stewardship to ensure Premium accounts achieve measurable outcomes and maximize their investment in UKG solutions.

Core Functions:

• 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.

Duties and Responsibilities:

• Executive & Strategic Engagement
  • Serve as the primary executive relationship manager for Premium accounts.
  • Facilitate executive advisories, quarterly business reviews (QBRs), and strategic governance sessions.
  • Orchestrate UKG resources to deliver on customer objectives.
• Customer Success & Value Realization
  • Anticipate customer needs and identify opportunities for adoption, optimization, and innovation.
  • Monitor account health, retention signals, and ROI drivers; reduce churn risk.
  • Drive outcomes such as system efficiency, HR/payroll optimization, and productivity gains.
• Technical Advocacy & Escalation Management
  • 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.
• Cross-Functional Orchestration
  • Align internal UKG teams around customer goals.
  • Translate executive objectives into actionable roadmaps.
  • Advocate for product enhancements based on feedback and trends.

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.

Requirements

• Able to work west coast shift (11:00 AM to 8:00 PM eastern) to support west coast clients.
• Experience driving adoption, optimization, or transformation initiatives.
• Ability to anticipate customer needs and develop proactive strategies.
• Familiarity with data analytics, integrations, and system optimization.
• Business acumen to align technology with strategic goals.
• Healthcare industry experience, preferably supporting healthcare clients in a customer-facing, technical support, implementation, or services capacity.

Benefits

• The pay range for this position is $102,300 to $147,050.
• The actual base pay offered may vary depending on skills, experience, job-related knowledge, and work location.
• In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation.
• Learn more about UKG’s benefits and rewards at UKG Benefits .