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May

Customer Success Manager

Qualtrics - Sydney, NSW

Customer Service & Call Centre
Source: uWorkin

JOB DESCRIPTION

The Qualtrics XM Platform™ is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can’t imagine living without.

Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.

We believe every interaction is an opportunity. Are we yours?

The Customer Success Team is at the heart of Qualtrics. From the initial on boarding 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, 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 Customer Success Manager who can ensure our customers are lifetime Qualtrics champions. If you have a Bachelor’s degree, have 7+ years of customer-facing experience, 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.

A Day In The Life

  • 7+ years in a consulting, professional services or similar customer-facing role.
  • A bachelor's degree.
  • Excellent communication skills.
  • Develop relationships with influential users in a customer organization and convert them into Qualtrics champions
  • Handle a portfolio of customer accounts and consult customers in their journey to increase research volume and quality through their adoption of Qualtrics
  • Understand customers’ business challenges and industry trends and consult on how Qualtrics can help them achieve their objectives
  • Establish success plans that clarify customer goals and enable them to measure their progress
  • Prepare content that educates users on how to fully utilize the platform
  • Advocate for the needs of customers to leaders in different departments
  • Develop cross-functional initiatives that will improve the overall customer experience and lead to greater happiness and dedication among our customers
  • Maintain an authoritative knowledge of the Qualtrics XM Platform.
  • Assist in the sales process to illustrate how Qualtrics can deliver on customer requirements.
  • Collaborate with product teams to bring in-depth insights on real-world customer needs to craft the product roadmap.


Minimum Qualification
  • 7+ years in a consulting, professional services or similar customer-facing role.
  • A bachelor's degree.
  • Excellent communication skills.


Preferred Qualifications
  • MBA or advanced degree.
  • Experience with a consulting firm, software vendor or SaaS company.
  • University degree in a technical discipline (e.g. Mathematics, Computer Science, Information Systems, Engineering etc.).


Expectations for Success

You will know you are doing an exceptional job when your customers renew and expand their usage of Qualtrics. You have excellent interpersonal skills to juggle multiple priorities and are an excellent communicator who empathizes with the audience. You are inventive when facing challenges, and refuse to give up until our customers succeed.

What Differentiates Us From Other Companies
  • Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours.
  • We take pride in our offices design aiming at cultivating creativity from our rooftop views to an open and collaborative work space.
  • On top of standard benefits package (medical, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our office.
  • We believe in sharing Qualtrics success which is part of the compensation for all employees.

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