XM Success Manager

6 hours ago

Reston, Virginia, United States Qualtrics Full time
About This Role

At Qualtrics, we're dedicated to helping businesses deliver exceptional frontline experiences, build high-performing teams, and design products people love. As a key member of our XM Success Team, you'll play a crucial role in assisting customers throughout their lifecycle, helping them unlock the most value from our products and services.

Key Responsibilities
  • Customer Relationship Management: Serve as the long-term customer relationship manager and product expert to mature, renew, and expand XM programs throughout the life of the partnership.
  • Business Requirements Definition: 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.
  • Client Stakeholder Relationships: Build and maintain multi-level client stakeholder relationships to ensure customer health and drive expansion within existing accounts as program needs mature from the delivery of our key offerings.
  • Client Communication: Provide polished and timely client communication and responsive follow-through on all issues, actions, and escalations.
  • Account Planning and Strategy: Partner closely with Account Executives to build account plans and strategies to accelerate growth and XM maturation.
  • Content Creation: Prepare content that educates users on how to fully utilize the platform and understand what to expect from our product roadmap.
  • Customer Needs Champion: Champion customer needs internally and mobilize other Qualtrics resources to maximize customer impact.
  • Renewal Strategy: Plan, negotiate, and execute the renewal strategy through informal account management and formal RFP responses.
  • Customer Health Metrics: Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities.
Requirements
  • Education and Experience: Bachelor's degree with 6-10 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.
  • Customer Relationship Building: Track record of success in building customer relationships at multiple levels of a client's organization.
  • Industry Best Practices: Proven experience leveraging industry best practices, program operationalization, and insight-driven suggestions to mature customer-facing programs.
  • Data Integrations and Analytics: Technical understanding of data integrations and experience with data analytics and visualizations.
  • Communication Skills: Strong communication skills, including written, analytical, presentation, and verbal skills, with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices.
  • Travel Requirements: Willingness to travel up to 25% or as customer requires.
About Our Team
  • Passion for Customer Challenges: We have a passion for solving customer challenges coupled with a commitment to customer experience and satisfaction.
  • Collaboration and Independence: We love to collaborate with teams across the organization while also being able to work independently and be a self-starter.
  • Technology and Communication: A passion for technology and the ability to properly explain technical tasks to non-technical stakeholders.

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