Serve as the long-term customer relationship manager and product expert to mature, renew, and expand Qualtrics XMDiscover 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.
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 Qualtrics XMDiscover 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 through informal account management and formal RFP responses
Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities
Expertise You'll Bring
Bachelor’s degree with 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 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.