Customer Success Manager, Research Consulting
Customer Success Manager, Research Consulting
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Job Description
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.
Customer Success Manager Research Consulting
Why We Have This Role
The Customer Success Manager Research Consulting (otherwise known as an Edge Value Manager) is at the heart of the Edge services business. Edge is the Market Research arm of Qualtrics enabling customers to answer their key research questions by leveraging a full service team of industry experts. We understand their goals and as trusted advisors help them deliver on their business objectives recommend research to address the challenges they face and unlock the most value from our subscription services. We are looking for research savvy resourceful and technical individuals to help our customers realize long term value and drive Edge customer retention and expansion.
How Youll Find Success
Edge Value Managers ensure that Edge fulfills its brand promise to customers of delivering impactful insights. If you couple that customer obsession with a growth and expansion mindset you will effectively help renew the Edge customer base and proactively recommend solutions to uphold their business objectives. Additionally you will do the following:
- Have a deep understanding of the market research landscape and trends
- Bring AI to the forefront of all conversations with clients
- Work collaboratively with Edge sales and delivery teams
- Prescribe custom research to address the customers needs
- Continuously stay up to date on new Edge data and services offerings
- Focus on delivering value and impact to the customer
- Maintain a growth mindset that is focused on personal development
How Youll Grow
- Deepen your expertise in research methodologies and tools while staying informed about industry trends to provide valuable guidance and innovative solutions for customers
- Surface historical experience case studies and validation results to influence client scoping and drawdown of Edge Audiences solutions
- Bring strong analytical capabilities to clients research challenges to support their adoption and usage of Edge Instant Insights
- Develop personalized highimpact recommendations by anticipating customer needs and cultivating longterm relationships with industry professionals
- Contribute to the growth and renewal of the Edge customer base focusing on strategies that maximize customer satisfaction and loyalty for sustained engagement
- Collaborate crossfunctionally with delivery and sales teams to provide comprehensive solutions while gaining a holistic understanding of how all departments contribute to overall business success
Things Youll Do
- Collaborate with customers to define business requirements understand challenges and translate their vision into valuebased solutions
- Provide proactive thought leadership and contribute to a growing knowledge network of best practices and methodologies that improve the effectiveness of our team and the information available to our clients
- Prescribe endtoend research requests by overseeing discovery scoping and coordinating with the Edge delivery teams for successful implementation of Edge subscription offerings (including topnotch knowledge and expertise on synthetic sample delivery)
- Maintain polished communication with clients ensuring timely responses and effective followthrough on issues and escalations to build longterm partnerships
- Work closely with Edge Account Executives and Delivery teams to build account strategies accelerate growth and ensure recommended solutions lead to impactful insights
- Develop educational content to help users maximize Edge data solutions and effectively communicate the product roadmap expectations
What Were Looking For On Your Resume
- 2 years of experience in quantitative research methodologies
- 3 years of experience in a technical consulting or clientfacing role
- Ability to thrive in a fast paced environment managing multiple projects simultaneously across various customers while prioritizing and meeting deadlines
- Deep understanding of research and ability to scope appropriate market research programs to satisfy customer needs or pain points
- Comfort in working both autonomously and collaboratively
- Ability to articulate research methodologies and technical concepts to a nontechnical audience
- Familiarity with software and frontend development
- Track record of success in building customer relationships at multiple levels of a clients organization
What You Should Know About This Team
- Youll discover that collaboration is a deeply ingrained tenet found at the heart of the Edge Team. Your teammates and crossfunctional partners will be your largest asset as you work together to maximize outcomes for our customers
- This team is held to a high standard of excellence in communication organization professionalism and execution
- Culture is crucial for us; we want you to be in a place where you enjoy your day to day and thrive against the challenges that come with it. Proactiveness and willingness to learn are a must. You will find that empathy and kindness are our secretsauce for a highperforming team
Our Teams Favorite Perks and Benefits
- Monthly wellness bonus: every quarter you will receive $300 or $1200 annually to use on a wide variety of wellness benefits (e.g. monthly gym pass athletic clothing massages)
- 20 paid days off excluding holiday closures (15 PTO 5 personal days)
- 401k match program and medical benefits (e.g. healthcare vision dental parental leave)
- Qualtrics Experience Bonus: $1800 for an experience of your choosing (eligible after one year of employment)
Required Experience:
Manager
Employment Type
Full-Time
