Lead Customer Experience Technical Engagement Manager

UKG provides a workforce operating platform and workforce management solutions for organizations. The Lead Customer Experience Technical Engagement Manager serves as a strategic advisor and executive relationship partner for premium customers, leading customer success, technical stewardship, escalations, adoption, optimization, and cross-functional delivery of customer objectives.

Responsibilities:

• 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
• 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
• 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
• Advocate for product enhancements based on feedback and trends

Requirements:

• 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
• 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