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XM Success Strategist - Global Scale Self-Serve



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Posted on Wednesday, June 12, 2024
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 6,000 people across the globe who think that’s work worth doing.
XM Success Strategist - Global Scale Self-Serve
Why We Have This Role
Qualtrics is seeking a XM Success Strategist to build and scale our strategy for our self-serve cohort of customers. If you are creative, a superb communicator and problem-solver, 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.,,
How You’ll Find Success
You will know you are doing an extraordinary job when you are able to think strategically and drive adoption and engagement with our customers on a global scale. You are analytical in your approach, a self-starter, and can create, execute, and communicate strategic plans to drive forward renewal and expansion rates for our customers. You are inventive in the face of challenges, you use your expertise to consult on best practices, and refuse to give up until our clients succeed. You are excited about innovating, developing and executing customer-facing initiatives as well as making recommendations on digital plans.
How You’ll Grow
You will find growth opportunities through both the interactions you have with your colleagues and through the day to day work you are focused on. You’ll have the opportunity to be mentored and learn from amazing senior folks who are invested in your success and who can show you the ropes. Your manager will hold regular career conversations with you to help you plan for your own career development. You’ll also have the opportunity to work cross functionally across many different functions of the business to build collaboration skills and an overall greater knowledge of how the business operates as a whole. In your day to day activities you’ll have the opportunity to develop skills around analysis, critical thinking, presentations, product, and process improvement. If you’re eager to learn and develop at a fast pace, Qualtrics is the place for you!
Things You’ll Do
  • Create a scalable, 1:many strategy for a global $50M book of business to drive overall customer retention and expansion.
  • Assess and analyze customer trends, themes and risk to proactively share insights and proposed action plans with XM Success Scale leadership.
  • Analyze and report on customer forecasting.
  • Partner closely with the Digital XM Success team to understand existing and future program impact on self-serve customers and create action plans as needed to address critical customer needs.
  • Manage and triage self-serve customer escalations as needed
  • Enable digital webinar strategy through partnership in supporting programming of events.
  • Influence and drive further 1:many strategies through digital and community programs.
What We’re Looking For On Your Resume
  • Bachelor’s degree
  • Minimum 3 years of hands-on experience in a Strategy, Customer Success, Digital, Analyst, or Marketing role.
  • Technically capable, excellent communicator
  • Proficient in Excel
  • Gainsight experience is a plus
  • Data Analyst experience is a plus
  • Customer facing experience
What You Should Know About This Team
The team you would be joining is collaborative in nature with a focus on scalability, championing and driving success for our customers, and continually improving the way we work. We strive to remain solution oriented and look for opportunities to have an impact. We also love to have fun and seek to create a positive and inclusive culture.
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)
  • 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.
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