AddressAt Qualtrics, we create software that the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform. We are the creators and stewards of the Experience Management category serving over 18,000 clients globally. Building a category takes grit, determination, and an appreciation for the unconventional—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.
When you join one of our teams, you’ll be part of a nimble group that’s empowered to set ambitious goals and move fast to achieve them. Strategic risks are encouraged, and complex problems are solved by collaborating and iterating until the best solution comes to light. You won’t have to look to find growth opportunities— they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.
Principal, XM Success Consultant
Why We Have This Role
The XM Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for scrappy individuals to join our team and have a huge impact on customer retention and expansion. We have impressive members on this team, and are always looking for more amazing talent!
How You’ll Find Success
- XMSuccessManagers(XMSM)areexperiencedQualtricsplatformexpertswho worktoprovidewhite-gloveservicetoanassignedportfolioofourlargestregional andglobalcustomerswithcomplextechnologyneeds.
- Youshouldbeatech-savvyprofessionalwhoisabletoexplaintechnicalinformation toanon-technicalaudienceatalllevelsofanorganisation
- Youshouldbesomeonewhoexcelsatnurturingclientrelationships.
How You’ll Grow
- Develop and leverage deep Qualtrics product knowledge to drive customer program maturity, platform adoption, and expansion opportunities. You’ll be enabled to demo and shape foundational components of an XM program to best assist your customers
- Develop and implement standard XM methodologies across a variety of use cases and industry verticals
- Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
Things You’ll Do
OngoingCustomerSupport
- Assistclientswithincidentinvestigationandresolution,formalrootcauseanalysis, andtechnicalquestionsthatmayarise.
- RegularlyauditkeyCustomerHealthMetricsandtakeactiontomitigateidentified risksorcapitaliseonopportunitiesthatwillimproveproductusageovertime.
- Maintainup-to-date,detaileddocumentationoftechnicalsystemarchitectureforthe customersinyourassignedportfolio
TechnicalAdvisory
- Beanexpertatthecompanyofourmoststrategicplatformcapabilitiesand understandingthecustomers’technologyneeds.
- HelpcustomersoptimisetheiruseoftheQualtricsplatformandincreaseusage throughtechnicaldemonstrationsandtrainingonneworunderutilisedfeatures.
Performregularreviewsofyourcustomers’technicalconfigurationandrecommend newsystems&processestoimprovereliabilityofservices.
Cross-Functional&ClientRelationships
- Workcross-functionallywithinQualtricstoprioritiseandadvocateforsoftwarefeature enhancementsonacustomer’sbehalf
- PartnercloselywithAccountExecutivestobuildaccountplansandstrategiesthat accelerategrowthandXMmaturity
- CollaboratewithinCustomerUnitsandQualtricsleadershiptodevelopmulti-level clientstakeholderrelationshipstodriveproductadoptionthroughrobusttechnology solutions.
What We’re Looking For On Your Resume
- Bachelor’s degree with 8+ years experience working in a technical account management, technical support, or Customer Success role, OR a master’s degree with 3+ years experience in a technical account management, technical support, or Customer Success role
- High-level Technical understanding of data integrations
- Experience with data analytics & visualisations
- Track record of success in building customer relationships at multiple levels of a clients’ organisation
- Strong communication skills, including written, analytical, presentation and verbal (English- Must, Foreign Languages- Plus), with the ability to effectively develop
materials that are appropriate to the audience and evangelise concepts and best practices - Willingness to travel up to 25% or as the customer requires
What You Should Know About This Team
- We have a passion for solving customer challenges coupled with a commitment to customer experience and satisfaction
- We love to collaborate with teams across the organization while also being able to work independently and be a self-starter
- A passion for technology and the ability to properly explain technical tasks to non-technical stakeholders
Our Team’s Favorite Perks and Benefits
- Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
- On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
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