Principal Analyst, Technical Success Manager - EMEA

Qualtrics; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An innovative firm is seeking a Principal Analyst, Technical Success Manager to join their dynamic XM Success Team. This role focuses on empowering clients to maximize the value of their products through expert guidance and support. You will leverage your technical expertise and relationship-building skills to drive customer adoption and optimize programs, ensuring clients achieve their business objectives. With a commitment to fostering a collaborative and inclusive workplace, this opportunity offers a chance to grow alongside passionate colleagues while making a meaningful impact. If you're ready to tackle complex challenges and deliver exceptional client service, this position is for you.

Benefits

Qualtrics Experience Program

Collaborative Work Environment

Inclusive Workplace Culture

Qualifications

• 10+ years of experience in technical, consulting, or client-facing roles.
• Strong ability to articulate technical concepts to non-technical audiences.

Responsibilities

• Drive customer adoption and optimize programs through tailored recommendations.
• Establish and maintain multi-level stakeholder relationships for customer health.

Skills

Technical Consulting

Customer Relationship Management

Problem-Solving

Communication Skills

Project Management

Software Development Knowledge

Education

Bachelor's Degree

Tools

Qualtrics Software

Job description

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 microphone 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.

Principal Analyst, Technical Success Manager - EMEA

Why We Have This Role

The XM 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, will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for resourceful individuals to join our team who aren’t afraid to dive into the details and understand the tools our customers use, and working with them to realize long term value. We have impressive members on this team, and are always looking for more amazing talent!

How You’ll Find Success

Technical Success Managers are Qualtrics experts who work with our clients and customers to realize the potential of the Qualtrics product. In this role, you will work with clients to understand the customers programs and objectives, and leverage your technical expertise to build programs that drive adoption and value for the customer. Technical Success Managers work in a post-sales capacity that directly contributes to the long-term success of our customers’ programs, and deepen relationships with the clients they support. As a Technical Success Manager, you should both be a tech-savvy professional and someone who excels at nurturing relationships to deliver exceptional client service.

How You’ll Grow

• Enhance your software platform knowledge and technical troubleshooting skills
• Build your creative problem-solving and critical-thinking skills to deliver actionable, scalable recommendations that improve the end to end customer experience for customers
• Develop critical customer relationship and communication skills to develop impactful, trusted relationships

Things You’ll Do

• Drive Customer Adoption and Optimize Programs
• Build, configure, and execute services that align to client objectives, strategic goals, maximizing client value
• Leverage customer usage data to deliver actionable insights & recommendations
• Develop a deep understanding of Qualtrics’ service offerings to meet client needs, guiding them through use cases to drive program maturity.
• Establish and maintain multi-level stakeholder relationships to ensure customer health and support.
• Serve as a platform expert, advising clients on high-value usage and translating customer goals into tailored recommendations.
• Act as a point of escalation for complex issues, championing customer needs internally and mobilizing resources for maximum impact.
• Drive adoption of key platform features through demos and proof of concepts, leveraging best practices for implementation.

What We’re Looking For On Your CV

• Bachelor’s degree from a competitive university is preferred
• 10+ years experience working in a technical, consulting, or client-facing role
• Ability to thrive in a fast paced environment, managing multiple projects simultaneously across various customers
• Experience working with customers in all phases of their adoption journey
• Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment
• Comfort in working both autonomously and collaboratively
• Ability to articulate technical concepts to a non-technical audience
• Detail-oriented with an ability to prioritize and meet deadlines
• Familiarity with software and front-end development
• Excellent English verbal and written communication skills
• Strong problem-solving skills

What You Should Know About This Team

• Thrive in a team that values both independent work and collaborative projects, fostering a supportive environment for growth.
• Join a fun, inviting, and inclusive workplace where diverse perspectives are celebrated and everyone feels welcome.
• Work alongside passionate, kind, and intelligent colleagues who are dedicated to teamwork and achieving shared goals.
• Be part of a close-knit team that exemplifies what it means to be a team, supporting each other and working together towards success.

Our Team’s Favorite Perks and Benefits

• Qualtrics Experience Program - A bonus each year for an experience of your choosing.
• Worldwide and diverse community that enjoys helping each other.
• We take pride in creating an open and collaborative work space.
• At Qualtrics we are constantly working to create an environment where everyone feels safe and comfortable coming to work and can, as a result of our culture, make their best possible contribution to our team.
• Check out more about our benefits here

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.