XM Success Consultant, Customer Experience and Market Research
Qualtrics
- Provo, UT
- Permanent
- Full-time
You’ll broaden your business acumen as you work across a variety of clients and industries, developing a deep understanding of how Qualtrics creates value
Gain firsthand experience in the end to end SaaS lifecycle as you guide clients through use-case inception, through program launch, and value realization
Cultivate and deepen your XM expertise in the Customer Experience and Market Research space as you gain exposure to a wide variety of XM programs and principles across clients and industries all in service of developing your skills as a trusted XM advisorThings You’ll 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 stakeholder’s business requirements, understand key business challenges and develop the customer’s vision into a value-based solution.
- Develop and leverage deep Qualtrics product knowledge to drive customer program maturity, platform adoption, and expansion opportunities. You’ll be enabled to demo and shape foundational components of an XM program to best assist your customers
- 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.
- Provide polished and timely client communication and responsive follow-through on all issues, actions, and escalations.
- Develop and implement standard XM methodologies across a variety of use cases and industry verticals
- Partner closely with Account Executives to build account plans and strategies to accelerate growth and XM maturation
- 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
- Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
- Plan, negotiate, and execute the renewal strategy at your accounts
- Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities
- Bachelor’s degree with 3-5 years of 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, 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
- Ability to collaborate with teams across the organization while also being able to work independently and as a self-starter
- Passion for solving customer challenges coupled with a commitment to customer experience and satisfaction
- Ability to properly explain technical tasks to non-technical stakeholders
- Ability to multi-task as he/she will be expected to work on multiple engagements/initiatives simultaneously.
- Willingness to travel up to 20% or as customer requires (dependent on role we’re hiring for)
- You’ll discover that collaboration is a deeply ingrained tenet found at the heart of the XM Success Team. Your teammates and cross-functional partners will be your largest asset as you work together to maximize outcomes for our customers
- This team will be focused on supporting our financial services and healthcare customers
- 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 “secret-sauce” for a high-performing team.
- Workspaces: We have quiet spaces to take a call or for deep thinking, and other spaces dedicated to collaboration
- Wellness Reimbursement: This can be put toward wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
- Q Mentor Program: Looking to grow in your career? Get matched with a mentor inside Qualtrics to get meaningful coaching from someone outside your team.
- Experience bonus to be used for an “Experience” of your choosing every year.