Senior Customer Success Consultant
1 week ago
**About The 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
**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.
- 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
- 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.
- Develop and implement standard XM methodologies across a variety of use cases and industry verticals
- 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 to maximize customer impact
- Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
- Plan, negotiate, and execute the renewal strategy at your accounts
- Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities
**Qualifications**
- Bachelor’s degree with 4-6 years of experience in a management consulting, CX, CS or technical account management role
- Strong communication skills including written, analytical, presentation and verbal (English - Must, Foreign Language - Plus) 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
- Proven experience leveraging industry best practices, program operationalization, insight driven suggestions to mature Customer facing programs
- Technical understanding of data integrations
- Experience with data analytics & visualizations
- Ability to collaborate with teams across the organization while also being able to work independently and as a self-starter
- Passion for solving customer challenges coupled with a commitment to customer experience and satisfaction
- Ability to properly explain technical tasks to non-technical stakeholders
- Business travel is required - Asia region.
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