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. 

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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.

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XM Success Manager, Strategic Accounts

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Why We Have This Role

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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!

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How You’ll Find Success

\n\nLearn and leverage a market-leading product and understand the complexities of our solution\nFlexible and adaptable - You enjoy working in a fast pace, high growth environment\nHighly communicative and influence effectively, creating trust at the team level\n\n

 

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How You’ll Grow

\n\nDevelop 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\nDevelop and implement standard XM methodologies across a variety of use cases and industry verticals\nDevelop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers\n\n

 

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Things You’ll Do

\n\nServe as the long-term customer relationship manager and product expert to mature, renew, and expand XM programs throughout the life of the partnership\nWork 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.\nBuild 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.\nProvide polished and timely client communication and responsive follow-through on all issues, actions, and escalations.\nPartner closely with Account Executives to build account plans and strategies to accelerate growth and XM maturation\nPrepare content that educates users on how to fully utilize the platform and understand what to expect from our product roadmap\nChampion customer needs internally and mobilize other Qualtrics resources to to maximize customer impact\nPlan, negotiate, and execute the renewal strategy through informal account management and formal RFP responses\nMonitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities\n\n

 

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What We’re Looking For On Your Resume

\n\nBachelor’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\nTrack record of success in building customer relationships at multiple levels of a clients’ organization\nProven experience leveraging industry best practices, program operationalization, and insight driven suggestions to mature Customer facing programs\nTechnical understanding of data integrations\nExperience with data analytics & visualizations\nStrong 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\nWillingness to travel up to 25% or as customer requires (dependent on role we’re hiring for)\n\n

 

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What You Should Know About This Team

\n\nWe have a passion for solving customer challenges coupled with a commitment to customer experience and satisfaction\nWe love to collaborate with teams across the organization while also being able to work independently and be a self-starter\nA passion for technology and the ability to properly explain technical tasks to non-technical stakeholders\n\n

 

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Our Team’s Favorite Perks and Benefits

\n\nWork life integration is deeply important to us - we have frequent office events, team outings, and happy hours\nQualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)\n30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)\nOn 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\n\n \nThe Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.\n \nQualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.\n \n​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act\n \nQualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.\n \nNot finding a role that’s the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.