Senior Specialist, Technical Success Manager - Scale

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 mic 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.

Analyst, Technical Success Manager- Scale

Why We Have This Role

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, 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 work 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 in Scale are Qualtrics experts who work with our customers to realize the potential of the Qualtrics product.
• In this role, you will have a large book of business and utilize data triggers to know which customers need support.
• You will meet with customers to understand their programs and objectives, and leverage your technical expertise to give them the tools to build best in class programs.
• Your focus will be to provide value to the customer by driving adoption and usage for the customer.
• Technical Success Managers work in a post-sales capacity that directly contributes to the long-term success of our customers’ programs. As a Technical Success Manager, you should both be a tech-savvy professional and someone who excels at problem solving to deliver exceptional client service. 

 How You’ll Grow

• Enhance your software platform knowledge and technical troubleshooting skills
• Develop and refine your skills in customer management, data analysis, and strategic planning 
• Collaborate closely with our sales, marketing, and product teams, gaining exposure to different aspects of the business and expanding your knowledge of digital customer success strategies 
• Build your creative problem-solving and critical-thinking skills to deliver actionable, scalable recommendations that improve the end to end customer experience for customers

Things You’ll Do

• Drive Customer Adoption and Optimize Programs
• Handle a large portfolio of customer accounts
• Engage 1:1 with customers at critical points in the customer journey to ensure adoption and maturation
• Nurturing a high-volume of customers via digital touch campaigns and webinar programs
• Execute and manage Call to Actions (CTAs) to enhance user engagement and drive conversions
• Leverage customer usage data to intervene as early as possible when risks or issues arise
• Develop a deep understanding of Qualtrics’ service offerings to meet client needs, guiding them through use cases to drive program maturity
• Serve as a platform expert, advising clients on high-value usage and translating customer goals into tailored recommendations
• Drive adoption of key platform features through demos and proof of concepts, leveraging best practices for implementation
• Identify common customer challenges and actively suggest better solutions

• Collaboration & Cross-Functional Partnerships
• Partner with our Global Scale and Digital teams on the execution of live events to maximise impact on customer adoption and maturation
• Collaborate with cross-functional teams, including Sales, Customer Operations, Renewals Team, Partners, and Professional Services, to evolve and scale our global service offerings
• Team effectively with internal and external partners to improve the overall customer experience and lead to greater satisfaction and loyalty among our customers

What We're Looking for on Your Resume

• Bachelor's degree is preferred
• 1-2 years of experience in technical, consulting, or client-facing role
• Analytical mindset with the ability to translate data into actionable insights
• Proven ability to track, prioritize, and drive multiple concurrent projects from beginning to end
• Ability to work effectively in a fast-paced and dynamic environment
• Interest in Software / Tech, you’ll need to adopt our platforms easily. Previous experience with Qualtrics technology is a plus  
• 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 verbal and written communication skills
• Strong problem-solving skills
• Gainsight experience is a plus

What You Should Know about this Team

• 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, will help them deliver on their business objectives and 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!