Product Expert

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 6000 people across the globe who think thats 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 longterm product knowledge within Customer Ops and share that knowledge with other teams.

How Youll Find Success

In this role you will provide technical solutions that directly contribute to the longterm 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 companywide 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 nontechnical endusers. You will interface with crossfunctional 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 Youll Grow

• Demonstrate unparalleled product expertise and problemsolving 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 Youll 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 customers 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 followthrough 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 Were Looking For On Your CV

Minimum Qualifications

• Bachelors degree from a competitive university
• Hardworking selfstarter 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 nontechnical audience
• Desire to mentor entry level Specialists in both technical and professional capacities
• Ability to effectively multitask and prioritize between competing demands
• Detailoriented
• Familiarity with software and frontend development
• Familiarity with data analytics and datadriven decisions
• An ability to grasp clients needs and recommend valueadded solutions
• Excellent verbal and written communication skills
• Strong problemsolving skills

Preferred Qualifications

• Previous experience in a technical role and/or technical skills
• Proven work experience in clientfacing consulting or sales role

What You Should Know About This Team

The Product Expert team is dedicated to handling Customer Ops escalations with a customerfirst mindset. PEs 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.