Xm Success Manager - Québec, Canada - Qualtrics

Qualtrics
Qualtrics
Verified Company
Québec, Canada

2 weeks ago

Sophia Lee

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Sophia Lee

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Description

The Qualtrics XM Platform is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can't imagine living without.


Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good.

A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it.

You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness.

All so you can do the best work of your career.

We believe every interaction is an opportunity. Are we yours?

The Challenge

  • 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, 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 Manager who can ensure our customers are lifetime Qualtrics champions.

If you have a Bachelor's degree, have 6+ years of customer-facing experience, have the ability to build positive relationships, and want to work at a fast-growing tech company, Qualtrics could be the place you've been dreaming about.

The Expectation for Success

  • You will know you are doing an extraordinary job when your customers renew and expand their usage of Qualtrics. You have excellent organizational skills to juggle multiple priorities and are an excellent communicator who empathizes with the audience. You are resourceful when facing challenges, and refuse to give up until our customers succeed.
Minimum Requirements

  • Bachelor's degree with 410 years of experience (depending on role we are hiring for) in a management consulting, CX, technical account management role, OR a master's degree with 3+ years' experience in a management consulting, CX, 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 selfstarter
  • Passion for solving customer challenges coupled with a commitment to customer experience and satisfaction
  • Ability to properly explain technical tasks to nontechnical stakeholders
  • Ability to multitask as he/she will be expected to work on multiple engagements/initiatives simultaneously.
  • Willingness to travel up to 20% or as customer requires
A Day in the Life

  • Drive Customer Success in the Enterprise Business Segment
  • Financial Services focused
  • Develop relationships with influential users in a customer organization and convert them into Qualtrics champions
  • Handle a portfolio of 510 enterprise customer accounts and consult customers in their journey to increase research volume and quality through their adoption of Qualtrics
  • Understand customers' business challenges and industry trends and consult on how Qualtrics can help them achieve their objectives
  • Implement standard methodologies in market research across a variety of use cases and industry verticals
  • Establish success plans that clarify customer goals and enable them to measure their progress
  • Prepare content that educates users on how to fully utilize the platform
  • Collaborate crossfunctionally
  • Advocate for the needs of customers to leaders in different departments
  • Raise critical customer concerns internally and mobilize resources to resolve issues
  • Develop crossfunctional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
  • Monitor Customer Health Metrics
  • Monitor product engagement and intervene as early as possible when risks and problems arise
  • Conduct regular business reviews to celebrate positive outcomes and see opportunities for growth
  • Motivate our customers to condu
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