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Customer Success Manager - State and Local Government

Company: Qualtrics
Location: Washington
Posted on: September 24, 2022

Job Description:

The ChallengeThe 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 group 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 State and Local Government Customer Success Manager who can ensure our public sector customers are lifetime Qualtrics champions. If you 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 SuccessYou 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 a great communicator who empathizes with your audience. You are inventive in the face of challenges. You use your expertise to consult on best practices, and refuse to give up until our clients succeed.A Day in the Life Drive Customer Success in the Public Sector Business SegmentDevelop relationships with influential users in a customer organization and convert them into Qualtrics championsHandle a portfolio of 10-15 government customer accounts and consult customers in their journey to increase research volume and quality through their adoption of QualtricsUnderstand customers' business challenges and industry trends and consult on how Qualtrics can help them achieve their objectivesImplement standard methodologies in market research across a variety of use cases and industry verticalsEstablish success plans that clarify customer goals and enable them to measure their progressPrepare content that educates users on how to fully utilize the platformCollaborate cross-functionallyAdvocate for the needs of customers to leaders in different departmentsRaise critical customer concerns internally and mobilize resources to resolve issuesDevelop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customersMonitor Customer Health MetricsMonitor product engagement and intervene as early as possible when risks and problems ariseConduct regular business reviews to celebrate positive outcomes and see opportunities for growthMotivate our customers to conduct more research and carry their love of Qualtrics to other organizationsErin Casale is a Customer Success Manager in Qualtrics' Provo office. She holds a Bachelors in International Health from Georgetown University and a MBA from Berkeley Haas. Clickhere to read more about Erin's story.What Differentiates Us from Other CompaniesWork life integration is deeply important to us - we have frequent office events, team outings, and happy hoursQualtrics 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 space30 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 officeWe 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

Keywords: Qualtrics, Washington DC , Customer Success Manager - State and Local Government, Government & Protective Services , Washington, DC

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