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Product Expert

4 months 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.
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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.

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