XM Success Manager - Enterprise East

September 10

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Qualtrics

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How do you turn a customer into a fanatic$1. ?$1

online survey software • market research • consumer feedback • employee feedback • 360 evaluations

5001 - 10000

💰 $180M Series C on 2017-04

Description

• 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. • 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. • 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. • 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.

Requirements

• Bachelor’s degree with 6-10 (dependent on role we’re hiring for) years of experience in a management consulting, CX, CS or technical account management role, OR a master's degree with 3+ 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 we’re hiring for).

Benefits

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours. • Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year). • 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year). • On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices.