- Location
- US
- Workplace
- Remote
- Type
- Full-time
- Department
- IT
- Seniority
- Manager
- Source
- Eightfold
Description
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. 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. 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. 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. 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.