Engagement Manager - CX
Qualtrics
Seattle, WA, USA
Posted on Oct 21, 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.
Engagement Manager - CX
Why We Have This Role
This role plays a pivotal part in Qualtrics' success by leading the design and delivery of impactful customer experience programs. As a key member of the Employee Experience (EX) Professional Services team, this position contributes to the initial onboarding experience, builds lasting client relationships, and shapes the partnership's direction. This role has a profound impact on customer success, operational improvements, and product enhancements, ultimately driving Qualtrics' reputation as a trusted advisor and solution provider.
How You'll Find Success
- Leading Project Teams - They will have experience leading virtual project teams to deliver complex, large-scale customer feedback programs within global organizations.
- Design Forward-Thinking Programs - As part of the Sales process, while also working with an advisory expert, this role will influence our customers to help them shape their customer feedback programs. They will be working with organizations that are both mature and immature in the customer experience space and will be able to recognize and adapt their advice accordingly. They will understand the significant industry shifts taking place in customer listening programs, and be able to design forward-thinking, innovative yet practical programs for customers.
- Influence and Delight Customers - This person will have exceptional customer and project management skills and be able to build strong working relationships with clients at some of the largest organizations across the globe. They’ll also need to easily learn new technology!
How You'll Grow
- Professional Development: Opportunity to refine and expand leadership, consulting, and customer management skills.
- Industry Insights: Exposure to cutting-edge customer experience trends and their implementation in various industries.
- Cross-functional Collaboration: Collaborate with internal teams, clients, and stakeholders to deliver exceptional outcomes.
Things You'll Do
- Strategic Project Management: Partner with customers and Qualtrics team members to align project goals and objectives.
- Solution Advocacy: Communicate how the Qualtrics platform addresses customer challenges and enhances their programs.
- Customer Relationship: Build and maintain strong relationships with senior customer stakeholders, acting as their advisor.
- Team Leadership: Lead project teams to deliver on project goals, ensuring timely execution and quality.
- Risk Management: Plan, monitor, mitigate, and report project risks during delivery.
- Quality Assurance: Develop quality management plans, ensuring alignment with business requirements.
- Product Enhancement: Contribute customer insights to shape the Qualtrics product roadmap.
- Sales Support: Discuss Qualtrics service offerings during sales presentations and contribute to proposals.
- Workshop Delivery: Deliver workshops to guide customers in successful CX programs and service offerings.
What We're Looking For On Your Resume
- 10+ years experience: Designing and delivering best practice software implementations in complex environments.
- Consulting Experience: A blend of consulting experience, as well as internal-customer experience, is ideal, although candidates from either side will be considered
- Strong Program Management: Proven ability to plan and execute projects on time, on budget, with quality.
- Complex Organization Expertise: Experience working with large and complex organizations, delivering successful outcomes.
- Customer Engagement: Ability to lead delivery workshops, understanding and meeting customer needs.
- Willingness to Travel: Able to travel up to 25% to engage with clients and teams.
What You Should Know About This Team
- Heart of Qualtrics: The Delivery Team is essential to Qualtrics' success, establishing client relationships and delivering solutions.
- Client-Focused: This team is dedicated to understanding client goals, advocating for them, and driving operational improvements.
- Cross-functional Collaboration: Collaboration across internal teams drives customer success and influences product enhancements.
- Global Impact: This role engages with some of the world's largest organizations, shaping their customer experience programs.
Our Team’s Favorite Perks and Benefits
- Qualtrics pays 100% of the healthcare benefit premiums for employees and their dependents.
- In-office perks like catered lunch, snack bars, and the ability to bring your dog to work (in select offices)
- Relocation bonus for out of state applicants
- 30 paid days off: 15 PTO days + 5 Wellness Days + 10 Holiday Closures (additional PTO with tenure)
- Qualtrics Experience Program - $1800 annually for an experience of your choosing (eligible after one year)
- Wellness Reimbursement Program - $1200 annually ($300/quarter) for wellness related activities
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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For full-time positions, this pay range is for base per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer, in addition to a range of medical, financial, and other benefits, based on eligibility criteria.
Washington State Annual Pay Transparency Range
$128,000—$233,500 USD