Principal Customer Success Consultant

At Qualtrics, we create software that the worldâs 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 18,000 clients globally. Building a category takes grit, determination, and an appreciation for the unconventionalâbut 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, youâll be part of a nimble group thatâs empowered to set ambitious goals and move fast to achieve them. Strategic risks are encouraged, and complex problems are solved by collaborating and iterating until the best solution comes to light. You wonât have to look to find growth opportunitiesâ theyâll find you. From retail to government to healthcare, weâre on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think thatâs work worth doing.

Principal Customer Success Consultant

Why We Have This Role

The XM 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 scrappy individuals to join our team and have a huge impact on customer retention and expansion. We have impressive members on this team, and are always looking for more amazing talent

How Youâll Find Success

• Learn and leverage a market-leading product and understand the complexities of our solution
• Flexible and adaptable - You enjoy working in a fast pace, high growth environment
• Highly communicative and influence effectively, creating trust at the team level

How Youâll Grow

• Develop and leverage deep Qualtrics product knowledge to drive customer program maturity, platform adoption, and expansion opportunities. Youâll be enabled to demo and shape foundational components of an XM program to best assist your customers
• Develop and implement standard XM methodologies across a variety of use cases and industry verticals
• Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers

Things Youâll Do

• 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 large enterprise customers to define and document stakeholderâs business requirements, understand key business challenges and develop the customerâs vision into a value-based solution.
• Engage senior executive to hold and present value realization conversations
• 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

What Weâre Looking For On Your Resume

• Bachelor Degree with 8+ years experience in a management consulting, CX, CS or technical account management role, OR a master's degree with 6+ years' experience in a management consulting, CX, CS or technical account management role
• Strong communication skills including written, analytical, presentation and verbal (English - Must, bilingual in Mandarin/ Thai / Hindi is beneficial) with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
• Track record of success in building customer relationships at multiple levels of a clientsâ organization
• Excellent problem solving skills from diagnosis to provide recommendation and influencing external and internal stakeholder to get down to execution
• 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
• Able to thrive in ambiguity within the job scope and organisation 
• Business travel is required for 50% of time  â Asia region
• Entrepreneurial spirit with a 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.

What You Should Know About This Team

• We have a passion for solving customer challenges coupled with a commitment to customer experience and satisfaction
• We love to collaborate with teams across the organization while also being able to work independently and be a self-starter
• A passion for technology and the ability to properly explain technical tasks to non-technical stakeholders

Our Teamâs Favorite Perks and Benefits

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $1,800 USD for an experience of your choosing (eligible after a year)
• Wellness Reimbursement Program - $1200 USD annually ($300 USD/quarter) for wellness related activities
• We take pride in our office design aiming at cultivating creativity from our rooftop views to an open and collaborative work space
• 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
• We believe in sharing Qualtrics success which is part of the compensation for all employees

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.âââââââ

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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