Principal Technical Success Manager, Managed XM

At Qualtrics we create software the worlds best brands use to deliver exceptional frontline experiences build high-performing 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 close-knit high-functioning teams with an unwavering dedication to serving our customers.

Principal Technical Success Manager Managed XM

Why We Have This Role

The Customer Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption we assist customers throughout their lifecycle helping them unlock the most value from our products and services. We understand their goals and as trusted advisors will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for scrappy individuals to join our team and have a huge impact on customer retention and expansion. We have impressive members on this team and are always looking for more amazing talent!

How Youll Find Success

• Learn and leverage a market-leading product and understand the complexities of our solution
• Flexible and adaptable - You enjoy working in a fast pace high growth environment
• Highly communicative and influence effectively creating trust at the team level
• Partner closely with Account Executives to build account plans and strategies to accelerate growth and XM maturation
• Build and maintain multi-level client stakeholder relationships to ensure customer health and to drive expansion within existing accounts as program needs mature from the delivery of our key offerings.

How Youll Grow

• Develop and leverage deep Qualtrics product knowledge to drive customer program maturity platform adoption and expansion opportunities. Youll be enabled to demo and shape foundational components of an XM program to best assist your customers
• Develop and implement standard XM methodologies across a variety of use cases and industry verticals
• Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers

Things Youll Do

• Serve as the long-term customer relationship manager and product expert to mature renew and expand XM programs throughout the life of the partnership
• Work with customers to define and document stakeholders business requirements understand key business challenges and develop the customers vision into a value-based solution.
• Provide polished and timely client communication and responsive follow-through on all issues actions and escalations.
• Prepare content that educates users on how to fully utilize the platform and understand what to expect from our product roadmap
• Champion customer needs internally and mobilize other Qualtrics resources to to maximize customer impact
• Plan negotiate and execute the renewal strategy through informal account management and formal RFP responses
• Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities

What Were Looking For On Your Resume

• Bachelors degree with 8-12 (dependent on role were hiring for) years of experience in a management consulting CX CS or technical account management role OR a masters degree with 5 years experience in a management consulting CX CS or technical account management role
• Track record of success in building customer relationships at multiple levels of a clients organization
• Proven experience leveraging industry best practices program operationalization and insight driven suggestions to mature Customer facing programs
• Technical understanding of data integrations
• Experience with data analytics & visualizations
• Strong communication skills including written analytical presentation and verbal (English- Must Foreign Languages- Plus) with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
• Willingness to travel up to 25% or as customer requires (dependent on role were hiring for)

What You Should Know About This Team

• We have a passion for solving customer challenges coupled with a commitment to customer experience and satisfaction
• We love to collaborate with teams across the organization while also being able to work independently and be a self-starter
• A passion for technology and the ability to properly explain technical tasks to non-technical stakeholders