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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 microphone 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 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.
**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.
- 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.
- 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 customer 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 capital
