Lead Customer Experience Technical Engagement Manager

Why UKG:  

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.
 

 
About the Role: 
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: 
1. Executive Partnership – Act as the single accountable partner for customer executives. 
2. Customer Success Leadership – Champion adoption, retention, and business value realization. 
3. 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.

Impact:  
The EXM’s ensures UKG’s largest and most strategic customers achieve both executive confidence and technical success. Through concierge-style orchestration and proactive leadership, this role guarantees that Premium customers experience the full value of their UKG partnership.

Basic 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.

Preferred Qualifications: 
• 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.

Company Overview:

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. Learn more at ukg.com.

Equal Opportunity Employer   

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

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UKG participates in E-Verify. View the E-Verify posters here.  

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]

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 https://www.ukg.com/about-us/careers/benefits