Engagement Manager - Customer Experience

| Seattle

Why Qualtrics?

At Qualtrics, our mission is to close experience gaps—the costly differences between what customers and employees expect, and what they’re receiving.

9,000+ organizations worldwide and more than 80% of the Fortune 100 rely on the Qualtrics Experience Management Platform™ to collect, analyze, and act on feedback—more feedback than they ever thought possible. With Qualtrics XM, organizations caleadge the four core experiences of business—customer, employee, product, and brand experience. Organizations can be at every meaningful touchpoint, for every experience, and predict what will resonate most with customers and employees.

A Day in the Life

This position will focus on designing client programs and leading project teams to deliver successful customer experience programs that will bring impact to our customers. They will be a member of the Customer Experience (CX) services delivery function within Qualtrics.

The Delivery Team is at the heart of Qualtrics. The initial on boarding experience and solution delivery establishes the client relationship and sets the tone for the partnership. We understand our client's goals and, as trusted advisors, recommend solutions to the challenges they face. We listen carefully to our clients and advocate for customers internally, driving operational improvements and product enhancements. 

The Right Candidate

Leading Project Teams - They will have experience leading virtual project teams to deliver complex, large-scale customer feedback programs within global organizations.

Design Forward-Thinking Programs - As part of the Sales process, while also working with an advisory expert, this role will influence our customers to help them shape their customer feedback programs. They will be working with organizations that are both mature and immature in the customer experience space and will be able to recognize and adapt their advice accordingly. They will understand the significant industry shifts taking place in customer listening programs, and be able to design forward-thinking, innovative yet practical programs for customers.

Influence and Delight Customers - This person will have exceptional customer and project management skills and be able to build strong working relationships with clients at some of the largest organizations across the globe. They’ll also need to easily learn new technology!

Responsibilities:

  • Partner with customers and Qualtrics team members to provide strategic project management expertise leading to the alignment of project goals between the customer and delivery team
  • Utilize your experience and best practices in order to understand the customer and communicate effectively how the Qualtrics platform will address their challenges and enhance their program
  • Build and maintain strong relationships with senior customer stakeholders on large projects. This role will gather an understanding of customer’s business objectives and strategic objectives and will act as an advisor
  • Serve as the primary contact from the delivery leadership team for customer information, progress, issue resolution, and tracking
  • Lead project teams consisting of project managers, technical consultants, and engineers, with the objective to deliver on project goals and objectives
  • Conduct risk planning, monitoring, mitigation and reporting to stakeholders both during project delivery
  • Develop quality management plans and principles for the team to adopt to ensure successful delivery and deployment of technology. This will include partnering with the customer on customer data transfer cadence, content and quality assurance processes to ensure outputs are aligned with business requirements and goals
  • Contribute to product development by being the voice of our largest customers to the Qualtrics product team to help shape the product roadmap 
  • Support the sales process by discussing Qualtrics service offerings during sales presentations while providing input into proposals
  • Deliver workshops to advise customers on successful CX programs and shape service offerings to achieve program goals

Successful candidates will possess most of the following qualifications:

  • 7+ years experience designing and delivering on best practice software implementations in complex environments
  • A blend of consulting experience, as well as internal-customer experience, is ideal, although candidates from either side will be considered
  • Strong program management skills with the ability to plan project tasks/events and execute on these on time and on budget with quality at the forefront of everything you do
  • Experience working with large and complex organizations with a proven track record for delivering projects with successful outcomes
  • Strong experience running delivery workshops with customers to help them make key project decisions
  • Consultative and relationship builder who can quickly understand customer needs and identify solutions to meet these requirements
  • Willingness and ability to travel up to 25%

Qualtrics is an equal opportunity employer

Qualtrics provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • We are an open language company so we do not specify on languages and except 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 free medical, dental, and vision insurance, 20+ days of annual leave, generous retirement fund contributions, company equity, quarterly 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 opportunity 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.

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) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
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
Game Room
Stocked Kitchen
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
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