Global Program Manager, Digital Customer Success (Onboarding)
Qualtrics
Customer Service, Sales & Business Development, Operations
provo, ut, usa
Posted on Friday, September 13, 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 5,000 people across the globe who think that’s work worth doing.
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.
Global Program Manager, Digital Customer Success (Event Strategy)
Why We Have This Role
The Customer Success Team is at the heart of Qualtrics. We partner with our customers throughout their experience journey and help them unlock the most value from our products and services. We understand our customers’ goals and, as trusted advisors, recommend solutions to the challenges they face. We are looking for scrappy and entrepreneurial individuals to join our group and have a huge impact on digitally driving customer retention and maturity. We have ambitious members on this team, and are always looking for more amazing talent!
Qualtrics is seeking a Global Program Manager to lead our Onboarding strategy and various digital adoption initiatives for our first-year 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 throughout our first-year customer base. You are analytical in your approach, have good story-telling skills and can translate complex technology and business topics, trends, and opportunities into high-quality customer journeys. You know what it takes to empower customers to self-serve and can spot a successful implementation when you see one! You love exploring creative ways to scale content to a range of audiences.You have strong organizational skills, can juggle stakeholder priorities, and are a great communicator who empathizes with your audience. 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 how to get our customers more engaged with Qualtrics.
How You’ll Grow
- Drive Customer Success by converting global customers into Qualtrics champions
- Lead a global strategy, execution and feedback loop around Onboarding journeys and first-year programs such as email campaigns, events, CSM meetings, etc.
- Lead the development and implementation of high-value assets to improve customer retention delivered via onboarding checklists, email journeys, and in-product assistance.
- Be hands-on while leading a ‘test and learn’ methodology to deliver on themes, content and messaging that match the needs of North America, Asia-Pacific and Japan and EMEA geographies.
- Partner closely with the global Customer Success leadership, growth product leaders, enablement leads, product marketing managers, and subject matter experts from across the company to deliver engaging content that helps accelerate adoption, retention, and expansion of customers
Things You’ll Do
- Lead with data and insights to design targeted, usage-based email campaigns to complement the customer-retention strategy
- Ideate and be a thought-leader to implement an Onboarding strategy that drives retention in our first-year customers
- Own the strategy and execution of onboarding checklists, email journeys, onboarding office hours, in-product assistance, and assist in the analysis and maintenance of existing programs
- Analyze program performance and report results to leadership in Quarterly Business Reviews, All Hands, and regional meetings
- Collaborate cross-functionally to improve overall customer experience, leading to greater satisfaction and loyalty among our clients
What We’re Looking For On Your Resume
- Bachelor’s degree
- Minimum 2-3 years of hands-on experience in B2B communication, customer journey building, or implementing digital programs
- Customer Success or onboarding/implementation experience
- Basic proficiency with Gainsight a plus
- Experience building and launching email and nurture programs to customer behavior
- Technically capable, excellent communicator, stellar stakeholder management skills
What You Should Know About This Team
- We have a passion for solving customer challenges coupled with a commitment to customer experience and satisfaction
- We love to collaborate with teams across the organization while also being able to work independently and be a self-starter
- A passion for technology and the ability to properly explain technical tasks to non-technical stakeholders
Our Team’s Favorite Perks and Benefits
- Competitive salary, performance bonuses, and savings investment account.
- Quarterly reimbursement for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
- Monthly allowances.
- Experience bonus to be used for an “Experience” of your choosing every year.
- Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women’s Leadership Development, which exist as places for support, allyship, and advocacy.
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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