Engagement Manager - EX
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
- Partner with general industry customers and Qualtrics team members to provide strategic project management expertise leading to the alignment of project goals between the customer and delivery team.
- Utilize your experience and best practices in order to understand the customer and communicate effectively how the Qualtrics platform will address their challenges and enhance their program.
- Build and maintain strong relationships with senior customer stakeholders on large projects. This role will gather an understanding of customer’s business objectives and strategic objectives and will act as an advisor.
- Serve as the primary contact from the delivery leadership team for customer information, progress, issue resolution, and tracking.
- Lead project teams consisting of project managers, technical consultants, and engineers, with the objective to deliver on project goals and objectives.
- Conduct risk planning, monitoring, mitigation and reporting to stakeholders both during project delivery.
- Develop quality management plans and principles for the team to adopt to ensure successful delivery and deployment of technology. This will include partnering with the customer on customer data transfer cadence, content and quality assurance processes to ensure outputs are aligned with business requirements and goals.
- Contribute to product development by being the voice of our largest customers to the Qualtrics product team to help shape the product roadmap.
- Support the sales process by discussing Qualtrics service offerings during sales presentations while providing input into proposals.
- Deliver workshops to advise customers on successful experience programs and shape service offerings to achieve program goals.
What We're Looking For On Your Resume
- 7+ years experience designing and delivering on best practice software implementations in complex environments.
- A blend of vendor or consulting experience, as well as internal-customer experience, is ideal, although candidates from either side will be considered.
- Strong program management skills with the ability to plan project tasks/events and execute on these on time and on budget with quality at the forefront of everything you do.
- Experience working with large and complex organizations with a proven track record for delivering projects with successful outcomes.
- Strong experience running delivery workshops with customers to help them make key project decisions.
- Consultative and relationship builder who can quickly understand customer needs and identify solutions to meet these requirements.
- Willingness and ability to travel up to 10%.
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
- 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.
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