SAP Customer Success Manager in Provo, Utah
Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 10,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands. Qualtrics was recently acquired by SAP, and together we will accelerate XM and power the experience economy. Join us on this adventure that can open many doors! If you’re searching for a company that’s dedicated to your ideas and growth, recognizes your unique contribution, fills you with purpose, and provides a fun, flexible and inclusive work environment - apply now!
The Customer 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, 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 6+ 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.
The Expectation for Success
You will know you are doing an extraordinary job when your customers renew and expand their usage of Qualtrics. You have excellent organizational skills to juggle multiple priorities and are an excellent communicator who empathizes with the audience. You are resourceful when facing challenges, and refuse to give up until our customers succeed.
A Day in the Life
Drive Customer Success in the Enterprise Business Segment
Develop relationships with influential users in a customer organization and convert them into Qualtrics champions
Handle a portfolio of 10-15 enterprise 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
Implement standard methodologies in market research across a variety of use cases and industry verticals
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
Raise critical customer concerns internally and mobilize resources to resolve issues
Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
Monitor Customer Health Metrics
Monitor product engagement and intervene as early as possible when risks and problems arise
Conduct regular business reviews to celebrate positive outcomes and see opportunities for growth
Motivate our customers to conduct more research and carry their love of Qualtrics to other organizations
Erin is an alumnus of Georgetown University and the University of California, Berkeley, Haas School of Business. She started her career at Accenture. Erin, a lover of Type 2 fun, is a certified yoga instructor and aspiring dog mom. She’s currently in the throes of a highly scientific research project to identify and rank the best coffee shops in Salt Lake City. Click here at https://www.qualtrics.com/qualtrics-life/erin-discusses-the-world-of-the-customer-success-consultant-at-qualtrics-and-why-its-for-her/ to read more about Erin's story and what life is like in Customer Success.
Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours What Differentiates Us from Other Companies
Qualtrics Experience Program - $1,500 for an experience of your choosing (eligible after a year)
We take pride in our offices design aiming at fostering creativity from our rooftop views to an open and collaborative work space
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 office
We believe in sharing Qualtrics success which is part of the compensation for all employees
To learn more about what we value read about it directly from our employees Qualtrics Life stories at https://www.qualtrics.com/blog/qualtrics-life/
SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities (requests for reasonable accommodation will be considered on a case-by-case basis). If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please contact us: EMEA - Careers@sap.com Americas - Careers.NorthAmerica@sap.com Americas - Careers.LatinAmerica@sap.com APJ - Careers.APJ@sap.com