Portfolio Customer Success Manager

At Qualtrics, we create software that the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. 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 unconventional—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 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 won't have to look to find growth opportunities— 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 5,000 people across the globe who think that's work worth doing.

Portfolio 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

• Portfolio Customer Success Managers are Qualtrics experts who work with our clients and customers to realise the potential of the Qualtrics product

• You will work with clients to understand the customers programs and objectives

• Leverage your technical expertise to build programs that drive adoption and value for the customer

• 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 Portfolio 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

• Drive Customer Adoption and Optimise Programs

• Build, configure, and execute services that align to client objectives, strategic goals, maximizing client value

• Leverage customer usage data to deliver actionable insights & recommendations

• Develop a deep understanding of Qualtrics' service offerings to meet client needs, guiding them through use cases to drive program maturity

• Establish and maintain multi-level stakeholder relationships to ensure customer health and support

• Serve as a platform expert, advising clients on high-value usage and translating customer goals into tailored recommendations

• Act as a point of escalation for complex issues, championing customer needs internally and mobilizing resources for maximum impact

• Work on front end configurations such as building dashboards, configuring surveys, and building out workflows within Qualtrics

• Drive adoption of key platform features through demos and proof of concepts, leveraging best practices for implementation

• In person connection with customers, traveling on-site as needed

• Collaboration & Cross-Functional Partnerships

• Collaborate with Sales and Services teams to develop meaningful client relationships, aligned to the overall client