Senior Technical Customer Manager, Experience Platform

Qualtrics; Reston (VA); Hybrid; USD 122,000 - 128,000; Full time

Benefits offered by this job

Health & Wellness

Mentorship & Growth

Paid Time Off

401(k)

Job summary

Qualtrics is seeking a Principal Technical Customer Manager to lead the design, delivery, and ongoing success of customer experience programs across restaurant, retail, travel, and hospitality sectors. You will partner with customers throughout their lifecycle—from onboarding to optimization—acting as the technology trusted advisor and guiding medium to large-scale software implementations.

You will blend strong customer and project management with platform adoption, renewals and expansion,

Qualifications

• 3+ years of experience working with large, complex organisations to execute customer programs.
• Strong technical aptitude and willingness to learn the Qualtrics platform.
• Proven consulting and program management ability to run multiple projects.
• Ability to engage customers and communicate insights with stakeholders.
• Ability to influence senior decision makers.
• Understanding of experience management in relevant industries.

Responsibilities

• Own the success of a portfolio of customer accounts, serving as the primary technology advisor throughout the customer lifecycle.
• Monitor portfolio performance using customer health, adoption, maturity and value realisation to proactively manage risk and identify growth opportunities.
• Define strategy to expand program adoption and maturity across our customer accounts, driving Net ARR and portfolio performance.
• Partner with customers to provide expertise leading to the alignment of project goals and timely execution.
• Plan, monitor, and mitigate project risks while developing quality management plans aligned with business requirements.
• Collaborate with internal teams to support your customer’s experience and maintain account health.

Skills

Customer management

Project management

Technical aptitude

Consulting skills

Stakeholder management

Industry knowledge

Travel readiness

Education

Bachelor’s degree in science/engineering/business

Job description

Qualtrics is seeking a Principal Technical Customer Manager to lead the design, delivery, and ongoing success of customer experience programs across restaurant, retail, travel, and hospitality sectors. You will partner with customers throughout their lifecycle—from onboarding to optimization—acting as the technology trusted advisor and guiding medium to large-scale software implementations.

You will blend strong customer and project management with platform adoption, renewals and expansion,