XM Success Manager

2 weeks ago

Reston, Virginia, United States Qualtrics Full time

At Qualtrics, we create software 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 18K clients globally. Building a category takes grit, determination, and a disdain for convention-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 aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won't have to look to find growth opportunities-ready or not, 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.

XM Success Manager

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

  • Learn and leverage a market-leading product and understand the complexities of our solution
  • Flexible and adaptable - You enjoy working in a fast pace, high growth environment
  • Highly communicative and influence effectively, creating trust at the team level
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
  • Serve as the long-term customer relationship manager and product expert to mature, renew, and expand XM programs throughout the life of the partnership
  • Work with customers to define and document stakeholder's business requirements, understand key business challenges and develop the customer's vision into a value-based solution.
  • Build and maintain multi-level client stakeholder relationships to ensure customer health and to drive expansion within existing accounts as program needs mature from the delivery of our key offerings.
  • Provide polished and timely client communication and responsive follow-through on all issues, actions, and escalations.
  • Partner closely with Account Executives to build account plans and strategies to accelerate growth and XM maturation
  • Prepare content that educates users on how to fully utilize the platform and understand what to expect from our product roadmap
  • Champion customer needs internally and mobilize other Qualtrics resources to to maximize customer impact
  • Plan, negotiate, and execute the renewal strategy through informal account management and formal RFP responses
  • Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities
What We're Looking For On Your Resume
  • Bachelor's degree with 6-10 (dependent on role we're hiring for) years of experience in a management consulting, CX, CS or technical account management role, OR a master's degree with 3+ years' experience in a management consulting, CX, CS or technical account management role
  • Track record of success in building customer relationships at multiple levels of a clients' organization
  • Proven experience leveraging industry best practices, program operationalization, and insight driven suggestions to mature Customer facing programs
  • Technical understanding of data integrations
  • Experience with data analytics & visualizations
  • 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 evangelize key concepts and best practices
  • Willingness to travel up to 25% or as customer requires (dependent on role we're hiring for)
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
  • Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
  • 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
  • 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.

Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

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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