Associate Manager Digital Insights Operations

At Qualtrics we create software the worlds best brands use to deliver exceptional frontline experiences build highperforming teams and design products people love. But we are more than a platformwe 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 conventionbut most of all it requires closeknit highfunctioning teams with an unwavering dedication to serving our customers.

When you join one of our teams youll be part of a nimble group thats 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 wont have to look to find growth opportunitiesready or not theyll find you. From retail to government to healthcare were on a mission to bring humanity connection and empathy back to business. Join over 5000 people across the globe who think thats work worth doing.

Associate Manager Digital Insights & Operations

Why We Have This Role

The Customer Success Team is at the heart of Qualtrics. Embedded in Customer Success is our Digital Insights & Operations team helping the organization pinpoint areas of opportunity with our customers measuring impact of Customer Success programs analyzing and improving our digital programs and surfacing key insights back to the business. We understand our customers goals and as trusted advisors recommend solutions to the challenges they face with a datadriven approach.

Qualtrics is seeking an Associate Manager to lead our Digital Insights & Operations team. We are looking for an analytical leader with a passion for team development and clean processes to join the team and have an impact on how we identify customer needs prove customerfacing impact and manage Customer Success tools properly. We have ambitious members on this team and are looking for a great leader to join them. If you are datadriven techsavvy a superb communicator and problemsolver have the ability to build positive relationships and want to work at a fastgrowing tech company Qualtrics could be the place youve been dreaming about.

How Youll Find Success

• Develop a deep understanding of broad company goals and translate them into actionable projects for your team.
• Drive the business forward by measuring effectiveness of Digital and Customer Success practices identifying gaps and actionable findings and proactively driving a set of actions to improve customer health
• Apply your strong analytical skills to derive compelling insights and recommendations tailored for executives management and Customer Success teams.
• Leverage datadriven insights to identify opportunities measure program effectiveness and guide strategic decisionmaking.
• Foster a culture of operational excellence by establishing best practices developing repeatable processes and facilitating knowledge transfer across teams.
• Grow and develop a junior team into strong independent leaders within the company.

How Youll Grow

• Grow your understanding of Qualtrics data structures and how they can be leveraged for analyses within the Digital Insights & Operations team and beyond.
• Strengthen your understanding of our customer health scoring methodology and how to identify areas of improvement in our customer base.
• Enable and empower the team to be strategic advisors within the Customer Success organization.
• Become a Gainsight expert to consult on broader Customer Success strategy.
• Integrate yourself in the Qualtrics culture and lead by positive example.

Things Youll Do

• Manage a team of Technical Analysts and Gainsight Admins to accomplish goals set by the Customer Success organization within Qualtrics.
• Mentor and guide your 6 direct reports supporting their growth and career aspirations.
• Lead detailed analysis of operational metrics and business processes to identify improvement opportunities and validate program outcomes.
• Oversee the prioritization of Customer Success requests such as deep dive analyses Gainsight system changes creation of dashboards customer health analysis performance of digital campaigns etc.
• Help grow the technical expertise of the team conducting learning sessions coding reviews and encouraging peer reviews of challenging data problems.
• Build relationships with other GoToMarket Analytics teams to stay up to date on internal databases upcoming changes and potential collaboration opportunities.
• Lead steering committee meetings and Gainsight Champions committees to communicate program needs facilitate problem solving and encourage datadriven decision making.
• Be the primary team representative with stakeholders throughout the Customer Success organization understanding overall goals and setting expectations of how your team will contribute.

What Were Looking For On Your Resume

• Bachelors degree
• 2 years of experience as a people manager preferably on a Customer Success Operations Customer Analytics GotoMarket Analytics Program Management or similar team
• Minimum 23 years of handson experience in Product Analytics Customer Insights Data Analysis and/or Program/Project Management
• Proficiency in Gainsight as a former user Administrator or strategic advisor
• Proficiency in SQL and Python and the ability to peer review work completed in both
• Experience in technology consulting or similar fastpaced environments
• Bonus Points: Experience in a B2B SaaS company

What You Should Know About This Team

• We enjoy problem solving and working as a team to find the best solution that not only works from a technical standpoint but also meets the needs of our customerfacing teams.
• We have a passion for technology and the ability to properly explain technical tasks to nontechnical stakeholders.
• We love to collaborate with teams across the organization while also being able to work independently and be a selfstarter.
• We are introducing new ways of working within the Customer Success org and the Digital Insights & Operations team plays a key role in identifying where improvements can be made where gaps exist within customer adoption and what the data tells us is working vs. not working.

Our Teams Favorite Perks and Benefits

• High exposure to senior leadership teams
• Competitive salary performance bonuses and savings investment account.
• Quarterly reimbursement for wellness activities including gym memberships spa massages workout equipment meditation apps and much more.
• Inoffice perks like catered lunch snack bars and the ability to bring your dog to work
• $1500 experience bonus to be used for an Experience of your choosing every year.
• Amazing QGroup Communities; MOSAIQ Green Team Qualtrics Pride Q&Able Qualtrics Salute and Womens Leadership Development which exist as places for support allyship and advocacy.