Principal XM Success Consultant

1 month ago

Dublin, Ireland Qualtrics Full time

At Qualtrics, we create software 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 platformâwe are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for conventionâbut 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 aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You wonât have to look to find growth opportunitiesâready or not, theyâll find you. From retail to government to healthcare, weâre on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think thatâs work worth doing.

 

Principal 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 customers to define and document stakeholderâs business requirements, understand key business challenges and develop the customerâs vision into a value-based solution.
  • 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 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

  • Bachelorâs degree with a concentration in science, technology, engineering, commerce, business or a related field. 
  • 10+ years experience in a combination of consulting (business/technical), sales, strategy, operations, product management or an equivalent field. Prior experience managing programs involving business and technical deliverables and commercials are preferred
  • High aptitude for and interest in learning the Qualtrics platform and advanced data integration methods, as well as internal digital systems to efficiently engage with customers.
  • Proven ability to successfully build scalable business operations, track, prioritise, and drive complex projects from beginning to end. This position is expected to utilise data and metrics to communicate strategy to internal stakeholders and external clients.
  • Strong verbal and written communication skills. Effectively develop and present communications and materials to distinct stakeholders including executive, business, analytics and technical teams. Ability to explain technical tasks to non-technical stakeholders.
  • Ability to collaborate with teams across the organisation while also being able to drive through ambiguity, independently and a self-starter.
  • Ability to consider implications beyond individual customers, thinking holistically about the industry and Qualtricsâ partnership with the customer business, and anticipating needs for increasing product performance and utility for customers.
  • Technical understanding of data integration (i.e. APIs, sFTP, connectors), and experience with data analytics and visualisations.

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 Favourite Perks and Benefits

  • On top of our benefits (Healthcare, Pension, Bike to work, Travel tax, Wellness bonus etc.), we are offering an exciting âExperience Bonusâ after a year of service. The purpose is to fund a dream youâve always dreamt of it could be from attending a sporting event or concert or visiting somewhere exotic or staying at a 5 star hotel
  • A comprehensive package consisting of base, bonus and LTI plan. 

 

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.   âââââââApplicants in the United States of America have rights under Federal Employment Laws: Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act 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.   Not finding a role thatâs the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.

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