Customer Success Manager, Qualtrics Social Connect

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?

Are you customer-service oriented with a history of building long-term, meaningful relationships that are valued by both your customer and your business. Do you have experience supporting SaaS solutions and love working with an innovative product in a fast-paced, tech-friendly environment? Is your focus on successful outcomes absolutely relentless?  

If so, we’re looking for someone just like you to join our team as a Customer Success Manager for Qualtrics' Social Connect application. In this pivotal relationship role, you will support our customers from contract signing through full-blown deployment, doing everything possible to make sure that each of your clients has a great experience working with us and is receiving maximum value from our products.

What you’ll do:

• Manage the overall and ongoing relationship with Qualtrics Social Connect customers through proactive, open, and responsive communication and account management. Every aspect of the Customer Experience from start to finish should have your name on it.
• Know your customers inside and out. Form healthy relationships with stakeholders on all levels, develop a deep understanding of clients’ business drivers and needs through regular customer health check meetings, and act as an internal advocate for your accounts to make sure they’re getting everything they need
• Act as a liaison between technical and non-technical internal teams to ensure customers’ issues are resolved and identify opportunities for continual improvement of the Qualtrics Social  Connect application
• Communicate regularly with your customers to evaluate satisfaction and proactively identify upcoming needs. Accurately assess and manage customer expectations and dedicate yourself to making sure that we deliver on the promises we make.
• Collaborate with the Analytics Services team on joint projects to ensure an excellent end-to-end Customer Experience
• Stay up to date on product best practices, upcoming releases, and any other features that could be aligned to help your customers achieve their goals. Ensure ongoing solution value by driving adoption of new features and providing relevant recommendations that will increase customers’ use of Qualtrics Social Connect

About you:

• You have 3+ years of experience working in scalable customer and service management related roles and a personal commitment delivering phenomenal customer service in every aspect of your professional life
• You love working in the tech space and are comfortable supporting enterprise or SaaS-based service platforms
• You seek out and embrace feedback, take on tough assignments to improve skills, keep industry knowledge up to date, and turn mistakes into learning opportunities
• You are tenacious, adept at creative problem solving, and capable of solving and communication complex workflow problems to a wide variety of audiences
• You have a Bachelor’s degree and a strong work ethic

Qualtrics Social Connect

Qualtrics Social Connect is the most comprehensive platform for real-time digital customer service and engagement.  Our Qualtrics Social Connect solution operationalizes customer analytics and helps business leaders present a more attuned organization—one that not only listens, but adjusts to customer desires.  With Qualtrics Social Connect, businesses can track all conversations relating to their brand, filter our noise, streamline engagement, and respond to what matters most to customers.