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XM Success Manager - Australia (Enterprise)



Sydney, NSW, Australia
Posted on Monday, July 1, 2024

At Qualtrics, we create software that 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 18,000 clients globally. Building a category takes grit, determination, and an appreciation for the unconventional—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 ambitious goals and move fast to achieve them. Strategic risks are encouraged, and complex problems are solved by collaborating and iterating until the best solution comes to light. You won’t have to look to find growth opportunities— 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 Manager - Australia (Enterprise)

Why We Have This Role

The XM 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 scrappy individuals to join our team 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 full-time XM Success Manager who can ensure our customers are lifetime Qualtrics champions.

How You’ll Find Success

  • XM Success Managers (XMSM) are experienced Qualtrics platform experts who work to provide white-glove service to an assigned portfolio of our largest regional and global customers with complex technology needs.
  • You should be a tech-savvy professional who is able to explain technical information to a non-technical audience at all levels of an organisation
  • You should be someone who excels at nurturing client relationships. Things You’ll Do

Ongoing Customer Support

  • Assist clients with incident investigation and resolution, formal root cause analysis, and technical questions that may arise.
  • Regularly audit key Customer Health Metrics and take action to mitigate identified risks or capitalise on opportunities that will improve product usage over time. ● Maintain up-to-date, detailed documentation of technical system architecture for the customers in your assigned portfolio

Technical Advisory

  • Be an expert at the company of our most strategic platform capabilities and understanding the customers’ technology needs.
  • Help customers optimise their use of the Qualtrics platform and increase usage through technical demonstrations and training on new or underutilised features. ● Perform regular reviews of your customers’ technical configuration and recommend new systems & processes to improve reliability of services.

Cross-Functional & Client Relationships

  • Work cross-functionally within Qualtrics to prioritise and advocate for software feature enhancements on a customer’s behalf
  • Partner closely with Account Executives to build account plans and strategies that accelerate growth and XM maturity
  • Collaborate within Customer Units and Qualtrics leadership to develop multi-level client stakeholder relationships to drive product adoption through robust technology solutions.

What We’re Looking For On Your Resume

  • Bachelor’s degree with 8+ years experience working in a technical account management, technical support, or Customer Success role, OR a master’s degree with 3+ years experience in a technical account management, technical support, or Customer Success role
  • High-level Technical understanding of data integrations
  • Experience with data analytics & visualisations
  • Track record of success in building customer relationships at multiple levels of a clients’ organisation
  • Strong communication skills, including written, analytical, presentation and verbal (English- Must, Foreign Languages- Plus), with the ability to effectively develop materials that are appropriate to the audience and evangelise concepts and best practices
  • Willingness to travel up to 25% or as the customer requires

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.​​​​​​​

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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