Customer Success Enablement Specialist
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?
The Challenge
With Qualtrics poised to continue our incredible growth into 2022, the global GTM Enablement team is tasked with ensuring the productivity and success of all customer-facing roles.
To achieve this aim, the team develops and executes upon role-based enablement plans, inclusive of coaching, onboarding, live and on-demand training channels, and performance analysis and improvement. The success of this team - and this role - is measured in both retention & revenue generation, meaning it is highly valued by and visible to both the executive team and the board of directors as Qualtrics continues its unbelievable year-over-year growth.
The processes, tools, curriculum and training designed and delivered by this team are critical in the success of the Customer Success (CS) organization. Specifically, the work around our onboarding curriculum will ensure that our team members are taught the necessary skills & information to succeed at their jobs. Our team is responsible for teaching reps about our products, methodology, and how to best deliver value with our customers.
To accomplish our aggressive goals for 2022 and beyond, the team needs to add a dynamic trainer who can hit the ground running and deliver high-quality enablement and coaching programs to the CS business. You can learn more about the CS team here.
Expectations for Success
You will know you are doing an extraordinary job when you have a reputation for empowering new and ramped Customer Success reps to do their best work, which in turn enables our customers to transform their businesses. What makes this role unique is that every day is different and exciting. Some days will be spent delivering training for the global organization, while others will be focused on coaching reps and working in small teams. You demonstrate a professional attitude and demeanor when interacting with others and a willingness to go above and beyond for customers and reps. You continue to prove that you are an out-of-the-box thinker who is able to be proactive and autonomous in their work.
In this role, you will:
- Own global Customer Success onboarding program
- Deliver all live training sessions
- Manage logistics, coordination,and scheduling of all CS new hires
- Work with various teams to continuously refine/optimize onboarding program
- Utilize data to pivot and improve the experience of reps
- Develop and lead out on ongoing training for CS reps and managers
- Support GTM teams in enabling customers with finding value with our solutions
- Plan, coordinate logistics for, and oversee the execution of world-class events and trainings for CS teams around the globe
- Develop and implement a scalable solution for supporting the global Customer Success team with new hire training and continued education
- Assist with day-to-day capacity management of team and coordination of team resources
- Partner with CS leadership to build and deliver upon role-based training initiatives that map to core competencies and are supported by data and impact
- Hold self accountable for delivering business impact through proactive, data-driven training initiatives and insights
- Provide clear communication both internally and externally to ensure processes are understood, knowledge exchanged, and questions answered
- Work cross-functionally with other departments and key leaders to ensure success at all levels
- Proactively seek ways to improve the Customer Success enablement strategy
Required Skills & Experience
- Bachelor’s degree (or higher)
- 3+ years experience in corporate training/onboarding role (in-person/virtual)
- 2+ years experience in a combination of consulting, account management, strategy, operations, or equivalent field
- Experience working directly with senior stakeholders and cross-functional teams
- Familiar with modern and creative approaches to learning, such as micro-learning, personalized learning journeys, learning reinforcement, and gamification
- 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 various audiences effectively
- Ability to thrive in the unknown - you are extremely agile and willing to be flexible, often juggling conflicting priorities
- Excellent presentation, delivery, and communication skills