At Qualtrics, we create software 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 18K clients globally. Building a category takes grit, determination, and a disdain for convention—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 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 won’t have to look to find growth opportunities—ready or not, 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.

                                                                                                     XM/Customer Success Consultant  Why We Have This Role

The XM Success organisation is at the heart of our business. Our team members are focused on building and maturing our customers’ Experience Management programs to drive measurable business impact and meaningful improvements to the human experience. 

Our mission is to tangibly transform our customers’ organisations, leading to increased retention, growth and maturity, and ultimately building our customers into lifelong Qualtrics champions. We do this through a deep understanding of our customers and their industries, utilising our internal digital tools and by optimising our technology to address their individual challenges utilising the Qualtrics platform. We touch every phase of the customer lifecycle and work internally to innovate and drive action for our customers.

How You'll Find Success

You will know you are doing an excellent job when your customers deepen and broaden their usage of the platform, resulting in renewals and expansion. You have excellent organisational skills to juggle multiple priorities and are an excellent communicator who empathises with the audience. You are resourceful when facing challenges, and refuse to give up until our customers succeed. 

How You'll Grow

With our company-wide move to a Customer Unit model, you will gain strong competency in the platform, working directly with customers to build product adoption, grow their Qualtrics usage and mature their XM programmes. 

Things You'll Do 

• As a XM Success Consultant you will be tasked with:
• Assume Net ARR revenue responsibility for your portfolio of clients. You will understand their businesses to achieve financial performance targets i.e. Renewal Rate, expansion and Net ARR
• Define and execute your strategy for maturing and expanding customer accounts by establishing and managing relationships with senior executives at some of the world’s largest enterprises
• Leverage internal systems (i.e. SFDC, CPQ, Hiver) to efficiently engage with and deliver on customer requests and requirements at scale through 1:1 and 1:many engagements
• Focus your primary efforts on a dedicated product line to drive leading indicators of customer success including customer platform adoption, MAU and XMos growth, value realisation and ACV retention / growth
• See a problem, solve a problem. Work with cross-functional counterparts in Sales, Customer Operations, Product Management, Ecosystem, Engineering and Professional Services to evolve, scale and improve our customer’s Qualtrics experience
• Develop technical competence in your specific product line
• Help to build, define, and architect the experience management category, and champion it to the world as one of the fastest growing segments in the experience economy
• Continue building Qualtrics’ unique culture by living the TACOS values

What We're Looking For On Your CV

• Bachelor’s degree with a concentration in science, technology, engineering, commerce, business or a related field. 
• 3+ years experience in a combination of consulting, strategy, operations, product management or an equivalent field. Prior experience in management consulting or an advisory role in a related industry is preferred.
• High aptitude for and interest in learning the Qualtrics platform as well as internal digital systems to efficiently engage with customers at scale
• Proven ability to successfully build scalable business operations, track, prioritise, and drive multiple concurrent projects from beginning to end. This position is expected to utilise data and metrics to communicate strategy to internal stakeholders and external clients.
• Entrepreneurial spirit with a high tolerance for ambiguity and complexity. Ability to be efficient with limited resources, to understand business needs and to communicate and present to Senior Management effectively.
• Ability to consider implications beyond individual customers, thinking holistically about the industry and Qualtrics’ partnership with the customer business, and anticipating needs for increasing product performance and utility for customers.
• The Portfolio organisation in EMEA is still being shaped as part of the wider Services Transformation and therefore will continue to evolve. We are looking for someone flexible, with a growth mindset to help shape this direction.

Our Team’s Favourite Perks and Benefits

• On top of our benefits (Healthcare, Pension, Bike to work, Travel tax, Wellness bonus etc.), we are offering an exciting ‘Experience Bonus’ after a year of service. The purpose is to fund a dream you’ve 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.