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 XM Success Manager - SEA

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!

Qualtrics is seeking an experienced Customer Success Professional who can ensure our customers are lifetime Qualtrics champions. If you have a Bachelor’s degree, have customer-facing experience, want to learn and leverage a market-leading product, and work at a fast-growing tech company, Qualtrics could be the place you’ve been dreaming about.

 

How You'll Find Success

You will know you are doing an extraordinary job when your product knowledge and stakeholder relationships drive customers to renew and expand their usage of Qualtrics. You’ll need the organizational skills to juggle multiple priorities and must be an excellent communicator who empathizes with the audience, both customers and teammates. You are resourceful when facing challenges, and refuse to give up until our customers succeed.

 

How You'll Grow

• Develop and deepen your expertise in the Experience Management (XM) space as you advise your customers to advance and mature adoption of the Qualtrics Platform
• You’ll broaden your business acumen as you work across a variety of clients and industries, developing a deep understanding of how Qualtrics creates value
• Gain first-hand experience in the end to end SaaS lifecycle as you guide clients through use-case inception, through program launch, and value realization
• Cultivate and deepen your XM expertise as you gain exposure to a wide variety of XM programs and principles across clients and industries all in service of developing your skills as a trusted XM advisor

 

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 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 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’s degree with 8+ years of experience in a combination of management consulting, CX, Customer Success or technical account management role, OR a master's degree with 6+ years’ experience in a combination of management consulting, CX, CS or technical account management role
• 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
• Strong communication skills including written, analytical, presentation and verbal (English- Must, Chinese - Plus) with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
• Entrepreneurial spirit with a high tolerance for ambiguity and complexity
• 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
• Ability to multi-task as he/she will be expected to work on multiple engagements/initiatives simultaneously.
• Business travel may be required

 

What You Should Know About This Team

• You’ll discover that collaboration is a deeply ingrained tenet found at the heart of the XM Success Team. Your teammates and cross-functional partners will be your largest asset as you work together to maximize outcomes for our customers
• The Qualtrics footprint in APJ is continuing to grow, meaning that you will have first-hand exposure to quickly learn the different facets of our business as you work closely with them to advance your customer’s XM Programs
• Culture is crucial for us; we want you to be in a place where you enjoy your day to day and thrive against the challenges that come with it. Proactiveness and willingness to learn are a must. You will find that empathy and kindness are our “secret-sauce” for a high-performing 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.
• We take pride in our office design aiming at cultivating creativity from our rooftop views to an open and collaborative work space.
• On top of standard benefits package (medical, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our office.
• We believe in sharing Qualtrics success which is part of the compensation for all employees.

 

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. 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.   Qualtrics Work Experience - As we look to the future, we believe that our teams are better together. Being together will help us learn more, grow faster and ultimately deliver better results for our customers and Qualtrics. Roles tied to an office location work 4 days per week in the office together and 1 day from home, with a strong spirit of flexibility around taking time for personal, health, and family moments in our work weeks. Our managers work with their teams to create a collaborative, engaged work environment, and arrangement that works for each of our team members.   Not finding a role that’s 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.