Senior Customer Success Manager

Customer Success Manager

Why We Have This Role

The Customer 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 resourceful individuals to join our team who aren’t afraid to dive into the details and understand the tools our customers use, and working with them to realise long term value. We have impressive members on this team, and are always looking for more amazing talent!

How You’ll Find Success

Customer Success Managers are Qualtrics experts who work with our clients and customers to realise the potential of the Qualtrics product. In this role, you will work with clients to understand the customers programs and objectives, and leverage your technical expertise to build programs that drive adoption and value for the customer. Customer Success Managers work in a post-sales capacity that directly contributes to the long-term success of our customers’ programs, and deepen relationships with the clients they support. As a Customer Success Manager, you should both be a tech-savvy professional and someone who excels at nurturing relationships to deliver exceptional client service.

How You’ll Grow

• Enhance your software platform knowledge and technical troubleshooting skills
• Build your creative problem-solving and critical-thinking skills to deliver actionable, scalable recommendations that improve the end to end customer experience for customers
• Develop critical customer relationship and communication skills to develop impactful, trusted relationships  

Things You’ll Do

Collaboration & Cross-Functional Partnerships

• Collaborate with Sales and Services teams to develop meaningful client relationships, aligned to the overall client account strategy 
• Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
• Team effectively with internal and external partners to ensure execution of client account strategy and delivery of target customer outcomes 
• Develop high quality, impactful client communications provide polished and timely client communication and responsive follow-through on all issues, actions, and escalations.

Technical Advising & Project Management

• Become a platform expert at the company for our most strategic platform capabilities and understanding the customers’ platform needs
• Maximise value for customers by ensuring they have the tools and resources they need 
• Help customers optimise their use of the Qualtrics platform and increase adoption of capabilities
• As an expert in the platform, configure solutions to meet the customer's business objectives and mature their programs

Champion customer needs internally and mobilise other Qualtrics resources to to maximise customer impact

• Build and maintain multi-level client stakeholder relationships to ensure customer health as program needs mature

Technology Support & Configurations

Prepare content that educates users on how to fully utilise the platform and understand what to expect from our product roadmap

• Proactively identify implementation process improvements, determine root causes and overcome roadblocks.
• Drive adoption and expansion of key platform features by demoing and developing proof of concepts/pilots for key platform features while leveraging best practice
• Execute, build and configure services that align to client objectives and strategic goals
• Utilise customer usage reporting and metrics to deliver actionable insights to the customer

What We’re Looking For On Your Resume

• Bachelor’s degree from a competitive university
• 4+ years experience working in a technical, consulting, or client-facing role
• Ability to thrive in a fast paced environment, managing multiple projects simultaneously across various customers
• Experience working with customers in all phases of their adoption journey
• Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment
• Comfort in working both autonomously and collaboratively
• Ability to articulate technical concepts to a non-technical audience
• Detail-oriented with an ability to prioritise and meet deadlines
• Familiarity with software and front-end development
• Excellent verbal and written communication skills
• Strong problem-solving skills

What You Should Know About This Team

• Supportive environment with opportunities to work both autonomously and collaboratively
• Fun, inviting, and inclusive work environment
• This team is made up of passionate, kind, and smart people who exemplify what it means to be a team

Our Team’s Favourite Perks and Benefits

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $2,800 for an experience of your choosing (eligible after a year)
• 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
• On 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