Analyst, Technical Success Manager - BX (Brand Experience) Job Listing at Qualtrics in Chicago, IL (Job ID 6937439)

Description

At Qualtrics, we create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you'll be part of a nimble group that's empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won't have to look to find growth opportunities—ready or not, they'll find you. From retail to government to healthcare, we're on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that's work worth doing.   Analyst, Technical Success Manager - BX   Why We Have This Role   The Customer Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for resourceful individuals to join our team who aren't afraid to dive into the details and understand the tools our customers use, and work with them to realize long-term value. We have impressive members on this team, and are always looking for more amazing talent!   How You'll Find Success

• Technical Success Managers are Qualtrics experts who work with our clients and customers to realize the potential of the Qualtrics product.
• In this role, you will work with clients to understand the customers programs and objectives, and leverage your technical expertise to build programs that drive adoption and value for the customer.
• Technical Success Managers work in a post-sales capacity that directly contributes to the long-term success of our customers' programs, and deepen relationships with the clients they support.
• As a Technical Success Manager, you should both be a tech-savvy professional and someone who excels at nurturing relationships to deliver exceptional client service.

  How You'll Grow

• Enhance your software platform knowledge and technical troubleshooting skills
• Build your creative problem-solving and critical-thinking skills to deliver actionable, scalable recommendations that improve the end-to-end customer experience for customers
• Develop critical customer relationship and communication skills to develop impactful, trusted relationships
• Become familiar with research methodologies and sample management as you work closely and collaboratively with Professional Services team members
• Understand how to drive consumption and maturity of our customers (i.e., usage) and facilitate commercial aspects of renewal and expansion (i.e., net annual recurring revenue)

  Things You'll Do

• Serve as the long-term customer relationship manager and product expert, working with customers to monitor program health, mature, renew, and expand their BX programs
• Develop and leverage deep Qualtrics product knowledge to drive platform adoption, ensuring customers are realizing the value of their BX program
• Partner closely with Account Executives to build account plans and strategies to accelerate growth and BX maturation
• Prepare content that educates users on how to fully utilize the platform and understand what to expect from our product roadmap
• Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities
• Champion customer needs internally and mobilize resources to resolve issues
• Provide clear and timely communication with clients that drive to resolution on any requests and/or issues.
• Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
• Work closely with sales counterparts to plan, negotiate, and execute the renewal strategy through informal account management and formal RFP responses.

  What We're Looking For On Your Resume

• Bachelor's degree from a competitive university
• 3+ years experience working in a technical, consulting, or client-facing role
• Ability to thrive in a fast paced environment, managing multiple projects simultaneously across various customers
• Experience working in applied custom research (agency or client side)
• Excellent PowerPoint, Google Slides and/or Keynote skills and ability to create slides/graphs/charts that convey key research findings in compelling ways.
• Excellent Excel skills; knowledge of pivot tables and creating charts or ability/willingness to learn.
• Experience working with customers in all phases of their adoption journey
• Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment
• Ability to articulate technical concepts to a non-technical audience
• Detail-oriented with an ability to prioritize and meet deadlines
• Familiarity with software, front-end development, and navigating API's
• Excellent verbal and written communication skills

  What You Should Know About This Team

• Since it's launch in 2019, the BX (Brand Experience Management) product pillar has provided customers with a a dynamic approach to brand tracking that enables clients to make smarter and faster decisions in the areas that matter most.
• Since launch, the BX product has seen tremendous success and is a major growth opportunity for Qualtrics.
• We are looking to add a Technical Success Manager to the Brand Experience team to meet the evolving needs of our ever-expanding base of BX customers and deliver a great customer experience.

  Our Team's Favorite Perks and Benefits

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
• Qualtrics Wellness Program - $1,200 for Wellness related expenses annually
• XM Day - A Qualtrics dedicated annual day of Service where employees are encouraged to use the day to give back to their community in any way they chose
• 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 offices

  The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.   Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.   ​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act   Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.   Not finding a role that's the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.  

For full-time positions, this pay range is for base per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer. Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, a wellness reimbursement, mental health benefits, and an experience bonus. For a detailed look at our benefits, visit https://www.qualtrics.com/careers/us/en/us-benefits.

Illinois Annual Pay Transparency Range $91,000—$98,500 USD

 Apply on company website