Qualtrics
At Qualtrics, our mission is to close experience gaps. Qualtrics is the #1 XM platform.
Seattle, WA

XM Engagement Manager - Journey Orchestration

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The Qualtrics XM Platform™ is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can’t imagine living without.


Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.


We believe every interaction is an opportunity. Are we yours?

About the Team

Qualtrics is in the business of helping organizations manage experiences. Of all experiences an organization delivers, the employee experience is arguably the most foundational; have a lasting impact on talent retention, productivity, customer behaviors, and bottom-line financial outcomes. However, many of the world's organizations have followed a very outdated approach to measuring and managing their employees’ experiences.

As the employee landscape shifts, these outdated approaches are not delivering the insights required to truly engage employees. As such, these organizations are also looking for a new way to not just monitor, but understand and improve the experiences they deliver to their employees. Qualtrics has provided a new approach built on a foundation of elite technology and expertise that is getting results for many of the world's top organizations.

A Day in the Life

You will be in a customer facing strategic role that focuses on delivering world-class implementation and advisory services to customers. You will provide expert guidance to ensure that Qualtrics’ customers get the most value out of their journey analytics and journey orchestration software and program. You will work to grow software and services revenue as well as collaborate with the broader delivery and product teams at Qualtrics.

What are we looking for?

You will have a keen understanding of customer journey management - including customer journey analytics and customer journey orchestration. You will do this by bringing best practices, innovations and capabilities to the customers assigned to you. This role requires a combination of technical and customer management experience. 

You will understand the significant shifts in industry technology systems including CDPs, DMPs, Analytics, and other various marketing technologies, and be able to design visionary, creative and impactful solutions for our customers.

You will align at the appropriate executive level, being able to build and maintain strong relationships. You demonstrate executive presence and are a strong presenter who is comfortable presenting new ideas, challenging customers to excel, and evangelizes the work we do with customers.

Finally, you are passionate about and believe in our culture and values. You’ll be part of a team that has a “start-up” mentality whose members aren’t afraid to be scrappy and get things done for our customers!

Responsibilities

  • Develop Customer Journey use cases and the strategy to deploy those use cases within the Usermind Platform at Qualtrics.
  • Partner with the customer to establish a strategic Business Roadmap/Blueprint to ensure achievement of business goals with Usermind Platform at Qualtrics..
  • Apply subject matter expertise in customer experience, customer engagement, marketing to enterprise customer use cases.
  • Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals as well as identifying and/or developing upsell opportunities.
  • Implement customer journeys using the Usermind Platform.
  • Work closely with other implementation teams to quickly onboard customers, define success criteria and surface opportunities and proactively head off issues before they become real problems.
  • Work closely with sales teams to drive expansions and renewals.
  • Bring voice of customer into Usermind - Strategically incorporate customer feedback to Product Management, advocating internally on behalf of your customers needs.
  • Monitor and maintain client health and proactively drive action to reduce churn risk.

What are the qualifications?

  • Minimum 5+ years relevant work experience
  • Demonstrated success in Professional Services, Customer Success, Customer Engagement or Consulting Services function for a product / SAAS company with subscription model
  • Experience working with sales and marketing automation platforms in delivering customer engagement solutions that streamline and improve customer experience
  • Ability to work independently and in a strong team environment, and to deliver on detail as well as strategy
  • Ability to come up to speed on technology quickly and can clearly articulate benefits and business value of Usermind
  • Excellent interpersonal/customer relations skills; clear and concise verbal and written communicator, with the ability to effectively navigate and mediate conflict
  • Proven track record leading customer engagements with demonstrated ability to understand technical concepts, guide strategy and deliver positive results for customers
  • Demonstrated history of owning customer relationships, supporting implementation, renewal, and upsell
  • Creative, resourceful, detail-oriented, and highly organized and able to handle a high volume of activity efficiently through scalable processes
  • Self-starter who thrives under ambiguity in a fast-paced startup environment
  • Proven ability to manage multiple projects at a time while paying strict attention to detail and deliver results across multiple customers
  • Thrive in a multitasking environment and quickly adjust to fast moving priorities
  • Experience implementing SAAS business applications, understanding of data modeling and analytics is preferred

What differentiates us from other companies

  • Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
  • We take pride in our offices 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
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What are Qualtrics Perks + Benefits

Qualtrics Benefits Overview

TOTAL REWARDS
The term “benefits” doesn’t really do our employee rewards program justice. We provide medical, dental, and vision insurance, 20+ days of annual leave, generous retirement fund contributions, bonuses, and tons of career mobility.

WORK HARD/PLAY HARD
For every bit of hard work we put in, we have twice the fun. Whether that means taking a break in a massage chair or hitting the slopes after work, Qualtrics makes sure that employees take time to recharge and live it up.

UPWARD MOBILITY
Because we’re a hyper-growth company, getting promoted and taking on more opportunities is always an option. We hire individuals who have what it takes to quickly step into the next role and take on opportunities beyond their core job description.

OFFICE PERKS
We believe in a workspace that allows you to take a breather and pepper fun throughout your day. Grab a beer in the Dublin office pub, enjoy Seattle’s rooftop patio overlooking the Puget Sound, or raid one of the many kitchens around Provo’s office.

HIGH BAR
We don’t hire cutthroat individuals who only care about themselves. We’re looking for top performers with a wide array of professional and personal experience. Our employees are driven, intelligent, diverse and interesting people who work well in teams and know how to have fun.

GLOBAL
Qualtrics employees are plugged into a network of experienced professionals around the globe. With weekly company-wide video meetings and our own internal social network, employees get global experience and stay up-to-date on what’s happening across the organization.

Culture
Partners with nonprofits
We go beyond partnering with nonprofits. For Qualtrics, 5 For the Fight is our company's core nonprofit focus. Discover the whole story at www.5ForTheFight.org. We're #AllIn until cancer gives in.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
In 2020, we launched our global unconscious bias program. We aim to provide our employees with the tools to block and tackle the various types of biases that exist.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
We have ERGS championing people with disabilities, LGBTQ+, Veterans, Underrepresented Minorities, and Women's Leadership Development.
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Our Wellness program includes not only an employee assistance program but, starting in 2022, will also include a Wellness bonus that employees can use on services to support their overall wellbeing.
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Equity grants are considered annually based on performance and seniority level, and undergo annual refreshes.
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Qualtrics's parental leave is 6 weeks for all parents. Birthing parents are given an additional 6-8 weeks and have the option to take 2 weeks off before delivery.
Family medical leave
Adoption Assistance
We reimburse up to $10000 for eligible adoption expenses and 6 weeks of paid leave for the parent who is taking the role as the primary caregiver.
Return-to-work program post parental leave
Company sponsored family events
Qualtrics has several events during the year that look to actively include our families, from the annual summer party to welcoming your family on-site for visits.
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Qualtrics offers unlimited sick days, which covers not only the employee but immediate family members. Kids are sick? Stay home without burning your vacation days.
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
We serve catered lunch every day!
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Pet friendly
Recreational clubs
Relocation assistance
Fitness stipend
Qualtrics's Wellness Reimbursement is $300 per quarter for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
Home-office stipend for remote employees
Qualtrics's Work From Home Stipend is $750 for new employees to use in their first 45 days of employment.
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Customized development tracks

Additional Perks + Benefits

We additionally cater snacks to the company all-hands meeting each week. You can expect to find semi-annual swag distributions (summer & winter), as well as swag giveaways in the offices. Our Benefits team has always looked to maximize our benefits. Our benefits packages and workspaces are always subject to revision—but only for the better.

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