Customer Success Manager - Federal

Job Description

The Challenge

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, recommend solutions to the challenges they face. We are looking for scrappy individuals to join our group and have a huge impact on customer retention and expansion. We have impressive members on this team, and are always looking for more amazing talent!

Qualtrics is seeking a Federal Government Customer Success Manager who can ensure our government customers are lifetime Qualtrics champions. If you have 7+ years of customer-facing experience, have the ability to build positive relationships, and want to work at a fast-growing tech company, Qualtrics could be the place you’ve been dreaming about.

The Expectation for Success

You will know you are doing an extraordinary job when your customers renew and expand their usage of Qualtrics. You have excellent organizational skills to juggle multiple priorities and are a great communicator who empathizes with your audience. You are inventive in the face of challenges. Along with helping your customers, you will help your team members be successful and grow in their roles. You use your expertise to consult on best practices, and refuse to give up until our clients succeed.

A Day in the Life

• • Drive Customer Success in the Federal Government Business Segment
  • Develop relationships with influential users in a customer organization and convert them into Qualtrics champions
  • Handle a small portfolio of strategic government customer accounts and consult customers in their journey to increase research volume and quality through their adoption of Qualtrics
  • Train, coach, and mentor your team members into top-flight consultants, who partner with our customers to build an Experience Management vision and strategy that is connected to a program roadmap for execution.
  • Define and execute your team’s strategy for maturing and expanding a portfolio of customer accounts.
  • Understand customers’ challenges and industry trends and consult on how Qualtrics can help them achieve their objectives
  • Implement standard methodologies in market research across a variety of use cases
  • Establish success plans that clarify customer goals and enable them to measure their progress
  • Prepare content that educates users on how to fully utilize the platform
  • Collaborate cross-functionally
  • Advocate for the needs of customers to leaders in different departments
  • Raise critical customer concerns internally and mobilize resources to resolve issues
  • Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
  • Monitor Customer Health Metrics
  • Monitor product engagement and intervene as early as possible when risks and problems arise
  • Conduct regular business reviews to celebrate positive outcomes and see opportunities for growth
  • Motivate our customers to conduct more research and carry their love of Qualtrics to other organizations

Erin Casale is a Customer Success Team Lead for our Education group in Qualtrics’ Provo office. She holds a Bachelors in International Health from Georgetown University and a MBA from Berkeley Haas. Click here to read more about Erin's story.

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