XM Success Consultant, Employee Experience

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!

Qualtrics is seeking a full-time XM Success Consultant who can ensure our customers are lifetime Qualtrics champions. If you have a Bachelor’s degree, have 3-6 years of customer-facing experience, want to learn and leverage a market-leading product, and work at a fast-growing tech company, Qualtrics could be the place you’ve been dreaming about.

How You’ll Find Success

• You will know you are doing an extraordinary job when your product knowledge and stakeholder relationships drive customers to renew and expand their usage of Qualtrics.
• You’ll need the organizational skills to juggle multiple priorities and must be an excellent communicator who empathizes with the audience, both customers and teammates.
• You are resourceful when facing challenges, and refuse to give up until our customers succeed.
• 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.

How You’ll Grow

• Develop and deepen your expertise in the Experience Management(XM) space as you advise your customers to advance and mature adoption of the Qualtrics Platform
• 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 Employee Experience 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 advisor
   

Things 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
• 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 Employee 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
   

What We’re Looking For On Your Resume

• 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)
   

What You Should Know About This Team

• 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
• 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.
   

Our Team’s Favorite Perks and Benefits

• 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.