XM Engagement Manager - Journey Orchestration
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 However, many of the world's organizations have followed a very outdated approach to measuring and managing their employees’ experiences.
As the employee landscape shifts, these outdated approaches are not delivering the insights required to truly engage employees.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