At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we 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 convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers. 

When you join one of our teams, you’ll be part of a nimble group that’s 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 won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.

XM Success CAHPS Team

Why We Have This Role

The XM 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!

Our Healthcare Industry Team is addressing rapid growth that requires expertise in regulatory programs for patient experience as well as payers. This team has two positions, Technology Consultant and Data Processor, that ensure clients and Qualtrics are in compliance with CAHPS protocols. 

Technology Consultant

How You’ll Find Success

You will know you are doing a great job when you:

• Successfully onboard our clients, implement and deliver customer projects, driving them from inception to production go-live
• Deliver solutions of value to our customers, ultimately resulting in high renewal and expansion rates
• Build strong, lasting relationships with clients, and are a creative and analytical problem-solver
• Support the Product team to improve product features and, in time, the Sales team in pursuit of large deals.
• Exhibit the ability to effectively juggle multiple priorities 
• Demonstrate outstanding interpersonal, collaboration, and communication skills
• Most importantly, you care deeply about our clients and provide them a world-class experience

How You’ll Grow

You will be joining a fast-growing, highly-motivated team that has a considerable impact on the business and many opportunities to evolve, such as the following:

• Hands-on experience with emerging technologies
• Exposure to the latest thought leadership in the XM industry
• Opportunities to own and drive initiatives and strategic projects, such as the adoption of new product features 
• Opportunities to demonstrate leadership, mentoring, and knowledge sharing across the organization
• Avenues to pursue continuous learning and acquisition of new skills in technology, project management, and personal growth

Things You’ll Do

• Rapidly become an expert on the Qualtrics Experience Management (XM) Platform and related solutions
• Design and document functional and technical requirements and help scope projects by understanding timelines and work
• Solve complex technical implementations both independently and in a team environment
• Clearly communicate solutions back to clients through multiple communication channels
• Enable clients on the Qualtrics Experience Management (XM) Platform and related solutions
• Lead implementation projects to completion, including management of client relationships, schedule, risks, issues, and resources.
• Coordinate and collaborate with the Engagement Manager and other members of the internal account team.
• Collaborate with our Product Management and Engineering teams to solve problems and deliver custom engineering solutions
• Contribute to the team’s body of knowledge, including lessons learned, best practices, and guidance materials.
• Continuously adapt and deepen your product knowledge while staying updated on emerging technologies.

Data Processor

How You’ll Find Success

• Lead CAHPS data quality management from data intake all the way through data submission to QualityNet.
• Identify data quality issues, data security, data storage issues and work with appropriate resources to address
• Ensuring all required data fields are setup and populated correctly and consistently for each client
• Coordinate and advise on data quality for submission from identifying missing data elements to requesting client update files.
• Responsible for all QA of CAHPS data across clients and preparation for data submission
• Be proficient in use of the Excel, XML, .XLS and common data file formats.
• A natural curiosity about the data! Ability to identify and questions anomalies in the data

How You’ll Grow

• Maintain agendas, timelines, project plans, communications and expectations of customer and vendor(s) in coordination with the delivery team.
• Coordinate and advise on various quality improvement activities throughout the life of a project
• Ensure customer is happy with experience and feels comfortable with quality of data collected and deliverables provided
• Responsible for all QA of CAHPS data and preparation for data submission 
• Be proficient in use of the Excel, XML, SPSS, Sequel and common data file formats.

Things You’ll Do 

• Establish and Monitor client sampling in accordance with regulatory guidelines
• Oversee data intake requirements for new CAHPS clients
• Track all required quality checks
• Manage data quality in preparation for data submission
• Communicate any required CAHPS updates to clients
• Project management small customer implementations for CAHPS programs
• Attend required CAHPS trainings
• Assist in preparing for and participate in annual CAHPS audits

What We’re Looking For On Your Resume

• Bachelor’s degree
• 2-5 years in data quality and program oversight 
• Comfortable with GSuite, and Microsoft office for MACs
• Superb communication and project management skills
• Comfortable in a fast-pace, and highly competitive environment
• Ability to communicate clearly and pleasantly through both written and spoken mode
• Able to analyze response data and report back to clients for actioning.

What You Should Know About This Team 

• The Regulatory Team collaborates cross functionally with many different areas of the organization to brainstorm, troubleshoot and innovate to meet customer needs.  
• The team works closely with our Product and Engineering teams to design and test new technology features to meet changing programs requirements 

Our Team’s Favorite Perks and Benefits 

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $1,500 for an experience of your choosing (eligible 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 office
• We believe in sharing Qualtrics success which is part of the compensation for all employees
• To learn more about what we value read about it directly from our employees Qualtrics Life stories