Qualtrics is looking to add a Customer Success Manager to the Strategy and Research Team to meet the evolving needs of its expanding customer base and deliver a great customer experience. The role aims to help customers unlock the most value from Qualtrics products and services by understanding their goals and recommending solutions to their challenges.
Requirements
- 3+ years experience working in a technical, consulting, or client-facing role
- Experience working in an applied market research setting (agency or client side)
- Ability to clearly and succinctly articulate technical concepts to a non-technical audience
- Enhance your software platform knowledge and technical troubleshooting skills
- Become familiar with brand tracking research methodologies and sample strategy
- Ability to thrive in a fast paced environment, managing multiple projects simultaneously across various customers
- Excellent PowerPoint, Google Slides and/or Keynote skills and ability to create slides/graphs/charts that convey information in compelling ways.
Responsibilities
- Serve as the long-term customer relationship manager and product expert, working with customers to monitor program health, mature, renew, and expand their Qualtrics programs
- Develop and leverage deep Qualtrics product knowledge to drive platform adoption, ensuring customers are realizing the value of their programs
- Partner closely with sales counterparts to build account plans and strategies that accelerate growth
- Work closely with cross functional team members to plan, negotiate, and execute the renewal strategy, including developing formal RFP responses.
- Enable customers on how to fully utilize the platform and understand what to expect from our product roadmap
- Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities
- Champion customer needs internally and mobilize resources to resolve issues
Other
- Bachelor’s degree from a competitive university
- Strong communication skills, both written and verbal and is comfortable asking tough questions to unearth opportunities and better understand problems to solve for
- Detail-oriented with an ability to prioritize and meet deadlines
- Strategic thinker, ability to proactively identify potential problems before they become problems and work to find creative solutions
- Ability to work effectively with cross functional teams to accomplish goals, address challenges while removing roadblocks
- Experience presenting pricing and working through contract negotiations
