Principal Technical Success Manager

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 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
• You will work with clients to understand the customers programs and objectives
• Leverage your technical expertise to build programs that drive adoption and value for the customer
• 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  

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.
• Work on front end configurations such as building dashboards, configuring surveys, and building out workflows within Qualtrics.
• Drive adoption of key platform features through demos and proof of concepts, leveraging best practices for implementation.
• In person connection with customers, traveling on-site as needed

Collaboration & Cross-Functional Partnerships

• Collaborate with Sales and Services teams to develop meaningful client relationships, aligned to the overall client account strategy 
• Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
• Team effectively with internal and external partners to ensure execution of client account strategy and delivery of target customer outcomes

What We’re Looking For On Your Resume

• Bachelor’s degree from a competitive university
• 5+ 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
• Demonstrated ability to drive usage 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, front-end development, and navigating API’s
• Excellent verbal and written communication skills
• Strong problem-solving skills

• Supportive environment with opportunities to work both autonomously and collaboratively
• Fun, inviting, and inclusive work environment 
• Team of passionate, kind, and smart people who exemplify what it means to be a team

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - JPY 185000 for an experience of your choosing (eligible after a year)
• 35 paid days off - 20 PTO + 5 Personal Days + 10 sick leaves
• 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 offices