Full-Time

Engagement Manager

Posted on 4/12/2024

Qualtrics

5,001-10,000 employees

Experience management software integrating AI

Data & Analytics

Senior

Chicago, IL, USA

Required Skills

Sales

Management

Requirements

7+ years experience designing and delivering on best practice software implementations in complex environments
Healthcare experience required, familiarity with patient or provider experience program terminology preferred
A blend of vendor or consulting experience, as well as internal-customer experience, is ideal, although candidates from either side will be considered
Strong program management skills with the ability to plan project tasks/events and execute on these on time and on budget with quality at the forefront of everything you do
Experience working with large and complex organizations with a proven track record for delivering projects with successful outcomes
Strong experience running delivery workshops with customers to help them make key project decisions
Consultative and relationship builder who can quickly understand customer needs and identify solutions to meet these requirements
Willingness and ability to travel up to 10%

Responsibilities

Leading Project Teams
Design Forward-Thinking Programs
Influence and Delight Customers
Partner with customers and Qualtrics team members to provide strategic project management expertise
Utilize your experience and best practices to understand the customer and communicate effectively how the Qualtrics platform will address their challenges and enhance their program
Build and maintain strong relationships with senior customer stakeholders on large projects
Serve as the primary contact from the delivery leadership team for customer information, progress, issue resolution, and tracking
Lead project teams consisting of project managers, technical consultants, and engineers
Conduct risk planning, monitoring, mitigation and reporting to stakeholders during project delivery
Develop quality management plans and principles for the team to adopt to ensure successful delivery and deployment of technology
Contribute to product development by being the voice of our largest customers to the Qualtrics product team
Support the sales process by discussing Qualtrics service offerings during sales presentations while providing input into proposals
Deliver workshops to advise customers on successful experience programs and shape service offerings to achieve program goals

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 mic 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.

Engagement Manager - EX

How You’ll Find Success

Leading Project Teams - They will have experience leading virtual project teams to deliver complex, large-scale customer feedback programs within global organizations.
Design Forward-Thinking Programs - As part of the Sales process, while also working with an advisory expert, this role will influence our customers to help them shape their customer feedback programs. They will be working with organizations that are both mature and immature in the customer experience space and will be able to recognize and adapt their advice accordingly. They will understand the significant industry shifts taking place in customer listening programs, and be able to design forward-thinking, innovative yet practical programs for customers.
Influence and Delight Customers - This person will have exceptional customer and project management skills and be able to build strong working relationships with clients at some of the largest organizations across the globe. They’ll also need to easily learn new technology!

How You’ll Grow

Professional Development: Opportunity to refine and expand leadership, consulting, and customer management skills.
Industry Insights: Exposure to cutting-edge customer experience trends and their implementation in various industries.
Cross-functional Collaboration: Collaborate with internal teams, clients, and stakeholders to deliver exceptional outcomes.

Things You’ll Do

Partner with customers and Qualtrics team members to provide strategic project management expertise leading to the alignment of project goals between the customer and delivery team
Utilize your experience and best practices in order to understand the customer and communicate effectively how the Qualtrics platform will address their challenges and enhance their program
Build and maintain strong relationships with senior customer stakeholders on large projects. This role will gather an understanding of customer’s business objectives and strategic objectives and will act as an advisor
Serve as the primary contact from the delivery leadership team for customer information, progress, issue resolution, and tracking
Lead project teams consisting of project managers, technical consultants, and engineers, with the objective to deliver on project goals and objectives
Conduct risk planning, monitoring, mitigation and reporting to stakeholders both during project delivery
Develop quality management plans and principles for the team to adopt to ensure successful delivery and deployment of technology. This will include partnering with the customer on customer data transfer cadence, content and quality assurance processes to ensure outputs are aligned with business requirements and goals
Contribute to product development by being the voice of our largest customers to the Qualtrics product team to help shape the product roadmap
Support the sales process by discussing Qualtrics service offerings during sales presentations while providing input into proposals
Deliver workshops to advise customers on successful experience programs and shape service offerings to achieve program goals

What We’re Looking For On Your Resume

7+ years experience designing and delivering on best practice software implementations in complex environments
Healthcare experience required, familiarity with patient or provider experience program terminology preferred
A blend of vendor or consulting experience, as well as internal-customer experience, is ideal, although candidates from either side will be considered
Strong program management skills with the ability to plan project tasks/events and execute on these on time and on budget with quality at the forefront of everything you do
Experience working with large and complex organizations with a proven track record for delivering projects with successful outcomes
Strong experience running delivery workshops with customers to help them make key project decisions
Consultative and relationship builder who can quickly understand customer needs and identify solutions to meet these requirements
Willingness and ability to travel up to 10%

What You Should Know About This Team

Heart of Qualtrics: The Delivery Team is essential to Qualtrics’ success, establishing client relationships and delivering solutions.
Client-Focused: This team is dedicated to understanding client goals, advocating for them, and driving operational improvements.
Cross-functional Collaboration: Collaboration across internal teams drives customer success and influences product enhancements.
Global Impact: This role engages with some of the world’s largest organizations, shaping their customer experience programs.

Our Team’s Favorite Perks and Benefits

Qualtrics pays 100% of the healthcare benefit premiums for employees and their dependents.
Full time employees receive an annual experience bonus after their first year of employment. Qualtrics Experience Bonus is a program designed to provide experiences to our employees they might not otherwise have.

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

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Qualtrics

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Qualtrics XM offers experience management software with three suites designed to enhance customer frontlines, team performance, and product development, all integrated into a single platform. The software leverages AI to improve customer experiences across touchpoints, engage teams, and facilitate product design for market growth.

Company Stage

Series C

Total Funding

$595.2M

Headquarters

Seattle, Washington

Founded

2002

Growth & Insights

Headcount

6 month growth

↓ -6%

1 year growth

↓ -6%

2 year growth

↑ 0%

Benefits

Work hard/play hard - For every bit of hard work we put in, we have twice the fun. Whether that means taking a break in a massage chair or hitting the slopes after work, Qualtrics makes sure that employees take time to recharge and live it up. Everyone receives $1500 annually to spend on a ‘bucket list’ adventure.

Upward mobility - Because we’re a hyper-growth company, getting promoted and taking on more opportunity is always an option. We hire individuals who have what it takes to quickly step into the next role and take on opportunities beyond their core job description.

Office perks - We believe in a workspace that allows you to take a breather and pepper fun throughout your day. Grab a beer in the Dublin office pub, enjoy Seattle’s rooftop patio overlooking the Puget Sound, or raid one of the many kitchens around Provo’s office.

Global - Qualtrics employees are plugged into a network of experienced professionals around the globe. With weekly company-wide video meetings and our own internal social network, employees get global experience and stay up-to-date on what’s happening across the organization.

Total rewards - The term “benefits” doesn’t really do our employee rewards program justice. We provide medical, dental, and vision insurance, 20+ days of annual leave, generous retirement fund contributions, quarterly bonuses, and tons of career mobility.

High bar - We don’t hire cutthroat individuals who only care about themselves. We’re looking for top performers with a wide array of professional and personal experience. Our employees are driven, intelligent, diverse and interesting people who work well in teams and know how to have fun.