Customer Transformation Manager - East

Role Summary

Serve as a regional Sales Overlay and migration specialist partnering with Customer Account Managers (CAMs), Customer Success Managers (CSMs) and Customer Renewal Representatives (CRRs) to help customers modernize to UKG’s current platform and remain long-term UKG customers. The Customer Transformation Manager (CTM) brings expertise in navigating complex customer histories, rebuilding executive confidence, uncovering business drivers, and translating modernization into a compelling customer‑specific value story.

Rather than owning an assigned portfolio, the CTM supports CAMs across an assigned region and engages where specialized migration strategy, executive‑level discovery, or deal orchestration can accelerate an opportunity.

• Act as the regional migration and customer transformation expert for modernization opportunities, supporting CAMs across one assigned geography in the United States:
  West, Central, Northeast, or Southeast.
• Partner with CAMs, CSMs and CRRs on account planning and opportunity strategy, helping identify and prioritize customers with the strongest modernization need based on renewal timing, customer sentiment, business change, competitive risk, product fit, and readiness to engage.
• Lead or co‑lead complex discovery and executive conversations that re‑introduce customers to UKG, acknowledge their current experience and history, rebuild confidence, and create a clear case for why modernization with UKG is the best path forward.
• Develop a customer‑specific transformation point of view that connects the customer’s business priorities, workforce challenges, current‑state pain points, platform limitations, desired outcomes, and future‑state vision to UKG’s modern platform.
• Engage executive and functional stakeholders - including CHRO, CIO, CFO, HRIS, Payroll, Operations, and other decision‑makers - to align on business outcomes, modernization priorities, risk, timing, and the value of continuing the relationship with UKG.
• Partner with Value Consulting to deliver Data‑Driven Value Assessments (DDVAs) and business cases that quantify the operational, financial, employee experience, and risk‑reduction benefits of modernization.
• Collaborate with Solution Consultants to shape tailored demonstrations and solution experiences that address the customer’s specific pain points, showcase relevant future‑state capabilities, and reinforce the transformation story established through discovery.
• Orchestrate the right cross‑functional resources at the right point in the sales cycle, including Customer Success, Customer Renewal Management, Solution Consulting, Value Consulting, Professional Services, Support, Product, Implementation, Legal, Deal Desk, and external partners.
• Ensure migration opportunities are approached with a coordinated retention and renewal strategy by aligning closely with CAMs, CSMs, and CRRs.
• Identify and help address barriers to migration such as implementation concerns, historical data requirements, change management needs, customer‑side resource constraints, commercial concerns, prior service issues, or competitive pressure.
• Leverage available migration accelerators - including migration tools, implementation partners, customer‑side services, historical data solutions, webinars, executive programs, and enablement resources - to reduce perceived risk and make the transition easier for customers.
• Coach and enable CAMs on effective migration messaging, discovery techniques, objection handling, executive engagement, and opportunity progression; capture and share repeatable best practices across the region and broader Focus Cohort program.
• Support creation and progression of qualified migration pipeline by helping CAMs establish clear next steps, stakeholder alignment, compelling events, decision criteria, and customer commitments throughout the opportunity lifecycle.
• Maintain strong regional visibility into migration activity by partnering with CAMs on opportunity strategy, customer sentiment, competitive intelligence, migration stage, risks, next steps, and forecast accuracy in Salesforce.
• Meet defined regional program objectives such as migration…