Job Details
Customer Advocacy Specialist
**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.
**Role Summary**
The Customer Marketing Specialist is responsible for the day-to-day execution and operational management of UKG's?customer reference and referral programs.
You will manage the intake, coordination, and fulfillment of reference and referral requests, ensuring a high-quality, frictionless experience for both internal stakeholders and customer advocates. This is an operations role, where you will play a critical role in keeping programs running efficiently, enabling the team to scale customer-led growth.
Working closely with Customer Marketing Managers, Sales, and Customer Experience, you ensure that customer advocacy is activated quickly, accurately, and in alignment with business priorities.
**Core Responsibilities**
**Reference Request Management & Fulfillment**
+ Manage the intake and triage of customer reference requests from Sales and BDR teams
+ Coordinate and fulfill reference requests, including scheduling calls, securing approvals, and preparing participants
+ Ensure timely, high-quality delivery of references aligned to deal needs
+ Maintain clear communication with Sales on request status and timelines
+ Support prioritization of requests based on guidance from Customer Marketing Managers and an established prioritization framework
**Referral and Peer Review Program Coordination**
+ Manage the intake and processing of customer referrals
+ Coordinate referral routing to Sales and ensure proper follow-up
+ Support execution of referral and peer review (G2, Gartner) outreach and campaigns
+ Track referral and review activity and ensure accurate documentation of outcomes
**Advocacy Data & Systems Management**
+ Maintain accurate and up-to-date records of customer advocates, including:
+ Profiles, use cases, and permissions
+ Participation history (references, referrals, etc.)
+ Ensure data quality and consistency across systems and tools
+ Proactively look for ways to automate data ingestion and increase accuracy
+ Support tagging, segmentation, and searchability of advocacy pools
**Program Operations & Workflow Support**
+ Execute and maintain workflows for:
+ Reference request intake and matching
+ Referral tracking and routing
+ Advocate communications
+ Identify operational gaps or inefficiencies and flag opportunities for improvement
+ Support the rollout and adoption of tools that enable self-service access for Sales
**Advocate Experience & Communication**
+ Serve as a primary point of contact for customer advocates during reference and referral activities
+ Ensure a positive, professional, and well-coordinated experience for participating customers
+ Manage communications, confirmations, and follow-ups with advocates
+ Help maintain strong, ongoing relationships with customer participants
**Success Measures**
+ Reference Fulfillment Speed and Quality
+ Accuracy and Completeness of Advocacy Data
+ Timeliness of Referral Processing and Routing
+ Internal Stakeholder Satisfaction (Sales, BDR, Marketing)
+ Advocate Experience and Responsiveness
+ Operational Efficiency of Reference & Referral Workflows
**Basic Qualifications**
+ 1+ years of experience in marketing, customer programs, operations, or related roles
+ Strong organizational and coordination skills with high attention to detail
+ Ability to manage multiple requests and deadlines in a fast-paced environment
**Preferred Qualifications**
+ Experience working with internal stakeholders such as Sales or Customer Success is a plus
+ Process-oriented mindset with a focus on accuracy and efficiency
+ Strong communication skills, both written and verbal
**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.
View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC\_KnowYourRights\_screen\_reader\_10\_20.pdf) ?????
UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .??
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 UKGCareers@ukg.com .?
The pay range for this position is $62,400 to $91,520. 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
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.
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.
**Role Summary**
The Customer Marketing Specialist is responsible for the day-to-day execution and operational management of UKG's?customer reference and referral programs.
You will manage the intake, coordination, and fulfillment of reference and referral requests, ensuring a high-quality, frictionless experience for both internal stakeholders and customer advocates. This is an operations role, where you will play a critical role in keeping programs running efficiently, enabling the team to scale customer-led growth.
Working closely with Customer Marketing Managers, Sales, and Customer Experience, you ensure that customer advocacy is activated quickly, accurately, and in alignment with business priorities.
**Core Responsibilities**
**Reference Request Management & Fulfillment**
+ Manage the intake and triage of customer reference requests from Sales and BDR teams
+ Coordinate and fulfill reference requests, including scheduling calls, securing approvals, and preparing participants
+ Ensure timely, high-quality delivery of references aligned to deal needs
+ Maintain clear communication with Sales on request status and timelines
+ Support prioritization of requests based on guidance from Customer Marketing Managers and an established prioritization framework
**Referral and Peer Review Program Coordination**
+ Manage the intake and processing of customer referrals
+ Coordinate referral routing to Sales and ensure proper follow-up
+ Support execution of referral and peer review (G2, Gartner) outreach and campaigns
+ Track referral and review activity and ensure accurate documentation of outcomes
**Advocacy Data & Systems Management**
+ Maintain accurate and up-to-date records of customer advocates, including:
+ Profiles, use cases, and permissions
+ Participation history (references, referrals, etc.)
+ Ensure data quality and consistency across systems and tools
+ Proactively look for ways to automate data ingestion and increase accuracy
+ Support tagging, segmentation, and searchability of advocacy pools
**Program Operations & Workflow Support**
+ Execute and maintain workflows for:
+ Reference request intake and matching
+ Referral tracking and routing
+ Advocate communications
+ Identify operational gaps or inefficiencies and flag opportunities for improvement
+ Support the rollout and adoption of tools that enable self-service access for Sales
**Advocate Experience & Communication**
+ Serve as a primary point of contact for customer advocates during reference and referral activities
+ Ensure a positive, professional, and well-coordinated experience for participating customers
+ Manage communications, confirmations, and follow-ups with advocates
+ Help maintain strong, ongoing relationships with customer participants
**Success Measures**
+ Reference Fulfillment Speed and Quality
+ Accuracy and Completeness of Advocacy Data
+ Timeliness of Referral Processing and Routing
+ Internal Stakeholder Satisfaction (Sales, BDR, Marketing)
+ Advocate Experience and Responsiveness
+ Operational Efficiency of Reference & Referral Workflows
**Basic Qualifications**
+ 1+ years of experience in marketing, customer programs, operations, or related roles
+ Strong organizational and coordination skills with high attention to detail
+ Ability to manage multiple requests and deadlines in a fast-paced environment
**Preferred Qualifications**
+ Experience working with internal stakeholders such as Sales or Customer Success is a plus
+ Process-oriented mindset with a focus on accuracy and efficiency
+ Strong communication skills, both written and verbal
**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.
View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC\_KnowYourRights\_screen\_reader\_10\_20.pdf) ?????
UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf) .??
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 UKGCareers@ukg.com .?
The pay range for this position is $62,400 to $91,520. 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
It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.
Job #NLX292645563