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 realize long term value. We have impressive members on this team, and are always looking for more amazing talent!
How You’ll Find Success
Technical Success Managers are Qualtrics experts who work with our clients and customers to realize 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 Technical 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 Optimize 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 account strategy
Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
Team effectively with internal and external partners to ensure execution of client account strategy and delivery of target customer outcomes
What We’re Looking For On Your Resume
Bachelor’s degree from a competitive university
5+ years experience working in a technical, consulting, or client-facing role
Ability to thrive in a fast paced environment, managing multiple projects simultaneously across various customers
Demonstrated ability to drive usage with customers in all phases of their adoption journey
Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment
Comfort in working both autonomously and collaboratively
Ability to articulate technical concepts to a non-technical audience
Detail-oriented with an ability to prioritize and meet deadlines
Familiarity with software, front-end development, and navigating API’s
Excellent verbal and written communication skills
Strong problem-solving skills
What You Should Know About This Team
Supportive environment with opportunities to work both autonomously and collaboratively
Fun, inviting, and inclusive work environment
Team of passionate, kind, and smart people who exemplify what it means to be a team
Our Team’s 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 - JPY 185000 for an experience of your choosing (eligible after a year)
35 paid days off - 20 PTO + 5 Personal Days + 10 sick leaves
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