[Hiring] Customer Marketing Specialist @UKG

Role Description

The Customer Marketing Specialist supports the day-to-day execution of UKG's customer reference and referral programs. In this role, you will assist with the coordination and fulfillment of customer advocacy activities, helping ensure a positive experience for internal stakeholders and customer advocates.

Working under the direction of Customer Marketing Managers, you will support reference and referral processes, maintain advocacy data, assist with communications, and help ensure operational processes run smoothly. This role is ideal for someone who is detail-oriented, organized, and interested in developing expertise in customer advocacy and customer marketing operations.

Core Responsibilities

• Reference Request Support
  • Support the intake and processing of customer reference requests from Sales and BDR teams.
  • Assist Customer Marketing Managers with coordinating reference activities, including scheduling calls and preparing documentation.
  • Communicate request updates and status information to internal stakeholders as directed.
  • Help ensure requests are fulfilled accurately and within established timelines.
  • Escalate prioritization questions and business exceptions to Customer Marketing Managers.
  • Follow established processes and guidelines for reference fulfillment.
• Referral and Peer Review Program Support
  • Assist with the processing and coordination of customer referrals.
  • Support referral routing activities and documentation of outcomes.
  • Help execute referral and peer review outreach programs and campaigns.
  • Maintain records of referral and review activities within designated systems.
  • Support follow-up activities under the guidance of Customer Marketing Managers.
• Advocacy Data & Records Maintenance
  • Maintain customer advocate records within advocacy systems and tools.
  • Update information provided by Customer Marketing Managers and other team members, including:
    • Customer profiles and use cases.
    • Participation history.
    • Permissions and preferences.
  • Help ensure data accuracy and consistency through routine audits and updates.
  • Support tagging, segmentation, and maintenance of advocacy databases.
  • Identify potential data issues and escalate them to appropriate team members.
• Program Operations & Administrative Support
  • Support operational workflows related to:
    • Reference request intake and tracking.
    • Referral processing and routing.
    • Advocate communications.
  • Maintain process documentation and supporting materials.
  • Assist with reporting and administrative tasks associated with advocacy programs.
  • Identify operational issues and escalate improvement opportunities to Customer Marketing Managers.
  • Support user adoption and training efforts for advocacy tools and systems.
• Advocate Communications & Experience Support
  • Support communications with customer advocates related to reference and referral activities.
  • Assist with scheduling, confirmations, reminders, and follow-up activities.
  • Help ensure advocates have a positive and professional experience when participating in advocacy programs.
  • Escalate customer concerns, special requests, or issues to Customer Marketing Managers.
  • Support ongoing engagement activities directed by the customer marketing team.

Qualifications

• Detail-oriented and organized.
• Interest in developing expertise in customer advocacy and customer marketing operations.

Requirements

• Ability to support reference and referral processes.
• Experience with maintaining advocacy data.
• Strong communication skills.
• Ability to assist with operational processes.

Benefits

• Performance-based bonus plan.
• Restricted stock unit awards as part of total compensation.
• Comprehensive benefits package.

Company Description

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge.