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