Product Expert

1 week ago

Provo, Utah, 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.

Product Expert

Why We Have This Role

Qualtrics' Product Experts are highly experienced advocates, technology specialists, and problem solvers. As a Product Expert (PE) you will manage customer and executive escalations, aim to proactively reduce escalations, provide enablement to our end users, maintain long-term product knowledge within Customer Ops and share that knowledge with other teams.

How You'll Find Success

In this role, you will provide technical solutions that directly contribute to the long-term success of our customers' programs, manage the timely resolution of client escalations in conjunction with our global Client Success counterparts and be a coach and mentor to our employees in the Q University program, an essential company-wide talent incubator. In addition to strong technical skills, you will need to be an outstanding communicator who has the ability to adapt the explanation of a technical solution to both technical and non-technical end-users. You will interface with cross-functional teams to address client escalations and proactively improve the client experience. Those who join our team are passionate about problem solving, creating lasting client relationships and are strong advocates for the Qualtrics community.

How You'll Grow

  • Demonstrate unparalleled product expertise and problem-solving acumen to recommend solutions tailored to our clients' needs
  • Become a Qualtrics Expert. Be versed in the tools and systems our customers use to leverage the product and be the voice of the customer by providing feedback and clarification to these systems when needed.
  • Aggregate customer feedback to give a more accurate picture of customer needs for Global Ops leadership to continuously improve our support offering for customers
Things You'll Do

Escalation Management
  • Monitor and own resolution of technical escalations raised by the customer across different channels (low CSAT, via CSM, social media etc)
  • Partner with Customer Success to understand our customer's programme objectives and key milestones to support issue prioritisation
  • Partner with Resolution, and Engineering teams to ensure issues are prioritised with the right level of urgency
  • Proactively mitigate escalations by monitoring customer pain points and addressing open issues with customers prior to escalation
  • Proactively identify service opportunities (e.g. Sig Support, TAM, Partner) for customers who would benefit from additional support
Direct Customer Care
  • Provide world class client communications, responsive follow-through and collaborate extensively to resolve all client issues
  • Provide solutions to customers on niche technical specialities such as SDK, SSO, themes, vanity url
Mentoring
  • Enable Quni to more effectively and efficiently resolve challenging technical issues through peer to peer coaching and mentorship
  • Support the continued development of technical skills across our Quni team, through knowledge sharing and product training (e.g. troubleshooting masterclasses)
What We're Looking For On Your CV
Minimum Qualifications
  • Bachelor's degree from a competitive university
  • Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment
  • Comfort in working both autonomously and collaboratively
  • Ability to learn technical concepts and articulate them to a non-technical audience
  • Desire to mentor entry level Specialists in both technical and professional capacities
  • Ability to effectively multitask and prioritize between competing demands
  • Detail-oriented
  • Familiarity with software and front-end development
  • Familiarity with data analytics and data-driven decisions
  • An ability to grasp clients' needs and recommend value-added solutions
  • Excellent verbal and written communication skills
  • Strong problem-solving skills
Preferred Qualifications
  • Previous experience in a technical role and/or technical skills
  • Proven work experience in client-facing, consulting, or sales role
What You Should Know About This Team

The Product Expert team is dedicated to handling Customer Ops escalations with a customer-first mindset. PE's actions when resolving support escalations are driven by the guiding need to unblock the customer, understanding that they have the authority to ask for help/resources wherever they see fit and to pursue parallel paths to resolution wherever feasible.

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.

Qualtrics Work Experience - As we look to the future, we believe that our teams are better together. Being together will help us learn more, grow faster and ultimately deliver better results for our customers and Qualtrics. Roles tied to an office location work 4 days per week in the office together and 1 day from home, with a strong spirit of flexibility around taking time for personal, health, and family moments in our work weeks. Our managers work with their teams to create a collaborative, engaged work environment, and arrangement that works for each of our team members.

Not finding a role that's the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.

  • Product Expert

    1 week ago

    Provo, Utah, 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...

  • Associate Product Manager

    2 weeks ago

    Provo, Utah, United States Unicity Full time

    Career Opportunities with Unicity USA IncA great place to work.Careers At Unicity USA IncCurrent job opportunities are posted here as they become available.Unicity is a global metabolic health company that distributes nutritional supplements in over 50 countries. Unicity sells its products via individual representatives (network marketing or multi-level...

  • Product Marketing Manager

    1 week ago

    Provo, Utah, United States BambooHR Full time

    Please Note: This is a Utah-based hybrid position which will require some regular in-office days each week. Essential Job Duties As a Product Marketing Manager at BambooHR, you will be responsible for planning and executing key GTM initiatives to drive business growth. You will use your knowledge of product benefits and market fit to clearly articulate our...

  • Product Specialist

    4 weeks ago

    Provo, Utah, 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...

  • Product Specialist

    1 month ago

    Provo, Utah, 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...

  • Information System Security Engineer II

    2 weeks ago

    Provo, Utah, United States System High Corp Full time

    Job Details Job LocationJUS - Hill AFB, UT - Hill AFB, UT Position TypeFull Time Education Level4 Year Degree Travel PercentageUp to 25% Job ShiftDay Job CategoryEngineering Description Information Assurance (IA) System Security Engineer II The Information System Security Engineer (ISSE) is primarily responsible for conducting information system security...

  • Enterprise Support Manager

    4 weeks ago

    Provo, Utah, United States Qualtrics Full time

    Enterprise Support Manager Why We Have This RoleAs an Enterprise Support Manager of a team of Enterprise Support Associates you will combine a passion for developing and leading teams, solving complex business problems and ensuring delivery of top tier customer support. You'll also drive customer obsession by helping our clients unlock the most value from...

  • Enterprise Support Manager

    1 month ago

    Provo, Utah, United States Qualtrics Full time

    Enterprise Support Manager Why We Have This RoleAs an Enterprise Support Manager of a team of Enterprise Support Associates you will combine a passion for developing and leading teams, solving complex business problems and ensuring delivery of top tier customer support. You'll also drive customer obsession by helping our clients unlock the most value from...

  • provo, ut

    4 weeks ago

    Provo, Utah, United States Walmart Full time

    Position Summary...Why do people love eating in our café at Sam's Club? Our members tell us one of the biggest reasons is our hard-working and happy-to-help café associates. Do you have a passion for preparing food? Our cafe associates listen to our member's needs, prepare their food orders and provide fast and friendly service. We take pride in every...

  • provo, ut

    1 month ago

    Provo, Utah, United States Walmart Full time

    Position Summary...Why do people love eating in our café at Sam's Club? Our members tell us one of the biggest reasons is our hard-working and happy-to-help café associates. Do you have a passion for preparing food? Our cafe associates listen to our member's needs, prepare their food orders and provide fast and friendly service. We take pride in every...

  • provo, ut

    4 weeks ago

    Provo, Utah, United States Walmart Full time

    Position Summary...Why do our members choose to purchase fruits & vegetables at Sam's Club? Our members tell us one of the biggest reasons is they get quality & fresh food at low cost. As a part of our produce team, you'll make important decisions about the quality of the produce that members and their families eat by ensuring availability, cleanliness and...

  • provo, ut

    1 month ago

    Provo, Utah, United States Walmart Full time

    Position Summary...Why do our members choose to purchase fruits & vegetables at Sam's Club? Our members tell us one of the biggest reasons is they get quality & fresh food at low cost. As a part of our produce team, you'll make important decisions about the quality of the produce that members and their families eat by ensuring availability, cleanliness and...

  • Financial Advisor

    1 week ago

    Provo, Utah, United States Northwestern Mutual Full time

    Financial AdvisorFinancial Advisors at Northwestern Mutual Provo help their clients live more and worry less through our personalized approach to financial planning. As a business owner, they spend their days acquiring clientele and finding financial solutions with help from our industry-leading training, mentors, and products. Discover your earning...

  • Inbound BDR

    2 weeks ago

    Provo, Utah, United States Quilt Software LLC Full time

    Job DescriptionAbout the CompanyJoin Quilt LLC, a dynamic company under PSG Equity, specializing in vertical software and integrated payment solutions. Our focus is on providing specialized inventory and POS software through a group of independently managed subsidiaries. Be part of our success story similar to EverCommerce. Learn more about us.Quilt Software...

  • Principal Analyst, Deal Strategy

    4 days ago

    Provo, Utah, 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...

  • Deal Support

    4 weeks ago

    Provo, Utah, United States Qualtrics Full time

    At 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,...

  • Deal Support

    1 month ago

    Provo, Utah, United States Qualtrics Full time

    At 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,...

  • Enterprise Support Specialist

    1 month ago

    Provo, Utah, 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...

  • Enterprise Support Specialist

    4 weeks ago

    Provo, Utah, 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...

  • provo, ut

    4 weeks ago

    Provo, Utah, United States Walmart Full time

    Position Summary...Why do people love shopping for fresh food at Sam's Club? Our members tell us one of the biggest reasons is our hard-working and happy-to-help fresh food associates. Join our meat team and you won't just cut meat, you'll make important decisions about the quality, packaging, and display of our meat items for our members to eat and feed to...