Analyst, Technical Customer Manager - Public Sector

Analyst, Technical Customer Manager - Public Sector

Why We Have This Role

The Technical Customer Manager plays a pivotal part in Qualtrics' success by leading the design, delivery and ongoing success of customer’s experience programs, focused on driving measurable business impact. In this role, you will partner with customers throughout their lifecycle - from program delivery and onboarding to ongoing optimization, adoption and value realization.  You will act as the primary technology trusted advisor for your portfolio, leading medium and large-scale software implementations and optimizing our technology to address individual challenges, ultimately building our customers into lifelong Qualtrics champions.

How You'll Find Success

You will find success by blending exceptional customer and project management skills with a focus on technical platform adoption, renewals, and expansion. You will lead project teams to deliver complex programs within our specific Industry Verticals and Region, ensuring your customers deepen and broaden their usage of the platform. By influencing customers to shape their feedback programs and being resourceful when facing challenges, you will drive leading indicators of success, value realization, and Net ARR growth.

How You’ll Grow

Key Responsibilities

Help Customers Grow

• Build and maintain strong customer stakeholder relationships to deeply understand the context, ambition and strategic business goals for the customers within your portfolio
• Define and execute your strategy for retaining, maturing and expanding customer accounts; including assessing customer usage and implementing new capabilities to enhance their programs
• Develop success plans aligned with customer business goals and technology roadmaps
• Monitor customer health, platform utilization and adoption metrics to identify opportunities for increased value 
• Contribute to a culture of accountability, collaboration and continuous improvement to drive high quality customer outcomes

Provide Technical & Execution Expertise

• Develop and maintain technical competence on the Qualtrics platform, ensuring a deep understanding of the leading indicators of customer adoption, ACV retention and value realization
• Utilize experience and best practices in order to understand the customer and communicate effectively how the Qualtrics platform will support the delivery of value driving outcomes and enhance their program
• Lead specific project implementations for new customers to your portfolio and existing customers; including cross functional / cross team project teams consisting of Technical Services Consultants and XM Advisors, with the objective to deliver on project goals and objectives
• Conduct regular risk planning, monitoring, mitigation and reporting to stakeholders both during project delivery and account lifecycle

Demonstrate Operational Rigor

• Execute implementation and account management activities in accordance with global standard practices, ensuring rigorous account and project tracking and proactive risk and issue management
• Ensure all project and account documentation and artifacts are developed, maintained  
• Stay current with product and strategic customer journey enhancements 

Key Success Measures

For customer accounts within your portfolio over a 12 month period:

Customer Value

• Net ARR 
• Customer adoption and maturity of customer account
• Customer satisfaction and advocacy

Successful Execution

• Billable Utilization attainment
• Time to Value for customers following delivery of new capabilities (measured by level of consumption 60 days following go-live milestone)
• Time to Deliver new capabilities for customers in your portfolio
• Rigorous scope management measured by level of Variance on Completion (VAC) of specific project deliverables 

Things You'll Do

• Portfolio Leadership: Own the success of a portfolio of customer accounts, serving as the primary technology advisor throughout the customer lifecycle
• Portfolio Performance: Monitor portfolio performance using customer health, adoption, maturity and value realisation to proactively manage risk and identify growth opportunities
• Account Growth & Maturity: Define strategy to expand program adoption and maturity across our customer accounts, driving Net ARR and portfolio performance
• Strategic Project Management: Partner with customers to provide expertise leading to the alignment of project goals and timely execution
• Risk & Quality Management: Plan, monitor, and mitigate project risks while developing quality management plans aligned with business requirements
• Cross-functional Collaboration: Collaborate with internal teams to support your customer’s experience and maintain account health

What We're Looking For On Your Resume

The ideal candidate combines technical expertise, consulting skills and a passion for helping customers transform their business through technology. 

• 3+ years of experience: Successfully working with large, complex organizations to execute and advise on customer facing programs that deliver sustainable business outcomes 
• Technical Aptitude: High interest in learning the Qualtrics platform and new technologies and deployment of technical expertise with customers at scale
• Consulting & Program Management: Proven ability to plan and execute multiple concurrent projects on time and budget, with a blend of consulting and internal-customer experience.  Collaborating with project managers, consultants, architects and product teams to support delivery of specific outcomes
• Customer Engagement: Ability to lead workshops, knowledge transfer sessions, utilize data and metrics to communicate understanding and produce high quality customer facing documentation 
• Stakeholder Influence: Ability to build relationships with senior customer program owners and decision makers
• Industry Experience: Good understanding of significant industry shifts taking place in experience management in one or more specific industries.  
• Entrepreneurial spirit: High tolerance for ambiguity and complexity. Ability to be efficient with limited resources, to understand business needs and to communicate and present to Senior Management effectively.
• Education: Bachelor’s degree in science, technology, engineering, or business-related field.
• Willingness to Travel: Able to travel up to 25% to engage with clients and teams.

What You Should Know About This Team 

• End-to-End Strategic Advisors: The team serves as the primary technical advisors for public sector clients across their entire lifecycle—from onboarding and technical delivery to ongoing optimization, adoption, and value realization.
• Cross-Functional Implementation Leaders: Team members orchestrate medium- and large-scale software implementations, directing cross-functional groups of Technical Services Consultants and XM Advisors to deliver complex, multi-stakeholder programs on time and within scope.
• Driven by Commercial & Customer Outcomes: Success on this team is tied directly to measurable business impact, including Net ARR growth, ACV retention, time-to-value, billable utilization, and client maturity.
• High-Rigor, Consultative Culture: The team operates with an entrepreneurial mindset, blending technical platform expertise with operational discipline, proactive risk mitigation, and executive-level stakeholder management.

Our Team’s Favorite Perks and Benefits

• Comprehensive Health & Wellness: Robust medical, dental, and vision insurance packages for you and your dependents.
• Professional Growth & Mentorship: Structured onboarding, product training, and clear pathways for career advancement. 
• Paid Time Off & Holidays: Generous paid vacation, sick leave, and paid company holidays.
• 401(k) Retirement Plan: Competitive matching company contributions to help secure your financial future.