XM Success Manager
Strategic Accounts
Posted on 3/29/2024
INACTIVE
Qualtrics

5,001-10,000 employees

Experience management software
Company Overview
With Qualtrics XM, organizations can be at every meaningful touchpoint, for every experience, and predict which changes will resonate most with stakeholders. At Qualtrics, their mission is to close the experience gap.
Data & Analytics

Company Stage

Series C

Total Funding

$525.2M

Founded

2002

Headquarters

Seattle, Washington

Growth & Insights
Headcount

6 month growth

-6%

1 year growth

-6%

2 year growth

2%
Locations
Reston, VA, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Management
CategoriesNew
Customer Success & Support
Customer Experience
Customer Success
Requirements
  • Bachelor's degree with 6-10 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
  • Track record of success in building customer relationships at multiple levels of a client’s organization
  • Proven experience leveraging industry best practices, program operationalization, and 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 (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
  • Willingness to travel up to 25% or as customer requires
Responsibilities
  • 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
  • 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
  • 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 maximize customer impact
  • 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