Customer Success Manager (MBA) - Seattle

| Seattle

Why Qualtrics?

Qualtrics is the leader in the experience management space. Our customers partner with us to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 10,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands. Qualtrics was recently acquired by SAP, and together we will accelerate XM and power the experience economy. Join us on this adventure that can open many doors! If you’re searching for a company that’s dedicated to your ideas and growth, recognizes your unique contribution, fills you with purpose, and provides a fun, flexible and inclusive work environment - apply now!

The Challenge

The Customer Success organization 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’ organizations, 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, and by optimizing solutions to address their individual challenges utilizing the Qualtrics platform. We touch every phase of the customer lifecycle and work internally to innovate and drive action for our customers.

Primary Responsibilities

As a Customer Success Manager, you will be tasked with:

  • Assume revenue responsibility for 8-12 large, strategic customers and understand their businesses to achieve quarterly and annual renewal and expansion targets.
  • 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.
  • See a problem, solve a problem. Work with cross-functional counterparts in Sales, Product Management, Engineering and Professional Services to evolve, scale and improve our customer’s Qualtrics experience.
  • Develop a strong knowledge of the entire suite of Qualtrics solutions.
  • 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 Qualtrics’ values (TACOS).

Minimum Qualifications

  • Bachelor’s degree with a concentration in science, technology, engineering, commerce, business or a related field. 
  • 6+ 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.
  • Proven ability to successfully build scalable business operations, track, prioritize, and drive multiple concurrent projects from beginning to end. This position is expected to utilize 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.
  • Continue building Qualtrics’ unique culture by living Qualtrics’ values (TACOS).
Jenny Lieb is a Principal Customer Success Consultant in Qualtrics' Provo, Utah office. She holds a Bachelors in Business Administration, with a focus in Computer Information Systems and Management from James Madison University, and a Masters in Business Administration from the University of Texas at Austin. Read more about Jenny's story to see a day in the life of a current CSM.

Minimum Requirements

  • Bachelor’s degree with a concentration in science, technology, engineering, commerce, business or a related field. 
  • 6+ 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.
  • Proven ability to successfully build scalable business operations, track, prioritize, and drive multiple concurrent projects from beginning to end. This position is expected to utilize 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.

What Differentiates Us from Other Companies

  • Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
  • Qualtrics Experience Program - $1,500 for an experience of your choosing (eligible after a year)
  • We take pride in our offices design aiming at fostering creativity from our rooftop views to an open and collaborative work space
  • 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
  • On top of standard benefits package (medical employees and their families, 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

     

  • To learn more about what we value read about it directly from our employees Qualtrics Life stories


Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • We are an open language company so we do not specify on languages and accept all that are helpful toward the product.Languages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • WordpressCMS
    • Qualtrics PlatformCMS
    • SalesforceCRM
    • Qualtrics iQ DirectoryCRM
    • Qualtrics PlatformEmail
    • Adobe CampaignLead Gen
    • MarketoLead Gen
    • MixRankLead Gen
    • RapportiveLead Gen
    • Qualtrics PlatformLead Gen

Location

The office experience is a 5-minute walk from Pioneer Square. The rooftop deck overlooks the Puget Sound and downtown Seattle.

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.
Friends outside of work
Eat lunch together
Intracompany committees
From WLD, Q&able, Q-Salute, Q-Pride, and Mosaiq to the Dream Team, the Green Team, and hosts of other community-founded groups, you'll find a variety of committees which drive community at Qualtrics.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of 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
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
We serve free lunch on Monday, Wednesday, Friday. On Tuesday and Thursday, we offer a subsidized food ordering option. We have breakfast items (cereals, yogurts, etc.) every day of the week.
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Lunch and learns happen on different occasions. Many times, these are sponsored by the Q Groups or another group looking to help spread messaging and education about key topics.
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Cross-department program, Career mentoring, Leadership mentoring.

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. We additionally will have times where tickets to local games/events are on offer or will work as a group to purchase tickets for a variety of activities.

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