Principal Customer Success Consultant

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. 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 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 6,000 people across the globe who think that’s 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 You’ll 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 You’ll Grow**
- Develop and leverage deep Qualtrics product knowledge to drive customer program maturity, platform adoption, and expansion opportunities. You’ll 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 You’ll 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 stakeholder’s business requirements, understand key business challenges and develop the customer’s 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 We’re 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 clients’ 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 ambigui