Senior Specialist, Technical Account Manager

Qualtrics · East Bay

Company

Qualtrics

Location

East Bay

Type

Full Time

Job Description

Level: L2

Location: Dublin

Hiring Manager: Gregory Keating 

Recruiter: Danny Murphy

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 6,000 people across the globe who think that’s work worth doing.

Senior Specialist, Technical Account Manager 

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 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!

How You’ll Find Success

  • We hire the best with the intention of developing and promoting within. Our interview process is held at a high standard, however our company's success cannot be done without the success of our people.
  • We lead from the front on important issues. We have several teams focused on Diversity and Inclusion (MOSAIQ), cancer research (Five For The Fight) and Women in Leadership (WLD).
  • To learn more about what we value read about it directly from our employees' Qualtrics Life stories

How You'll Grow

  • Enhance your software platform knowledge and technical troubleshooting skills.
  • Build your problem-solving, critical-thinking and client-facing skills.
  • Learn critical commercial skills and strategic account management.

Things You’ll Do

Thought Partnership & Cross-Functional Partnerships
  • Partner with XM Success Managers and work cross-functionally within Qualtrics to prioritize and advocate for software feature enhancements on their behalf
  • Collaborate within Customer Units and Qualtrics leadership on high-level client relationships and technology solutions
Technical Advising & Project Management
  • Become an expert at the company for our most strategic platform capabilities and understanding the customers’ platform needs
  • Help customers optimize their use of the Qualtrics platform and increase adoption of technical capabilities where possible
  • Build systems to facilitate program objectives and system effectiveness and measure reliability of services
  • Assist clients with executing regular maintenance activities (e.g., handling outages, assisting with root cause analysis, troubleshooting technical questions and issues)
  • Design and document functional and technical requirements and help scope projects by understanding timelines and associated levels of effort
Technology Support & Configurations
  • Seamlessly integrate new product features into existing programs
  • Proactively identify implementation process improvements, determine root causes and overcome roadblocks.
  • Drive adoption and expansion of key platform features by demoing and developing proof of concepts/pilots for key platform features while leveraging best practice.
  • Execute build and configuration services that align to client objectives and strategic goals

What We’re Looking For On Your Resume

  • Bachelor’s degree minimum
  • Native or professional level of written a verbal communion skills in English and French
  • 2-5 years experience working in a technical, consulting, or client-facing role
  • 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
  • Familiarity with software and front-end development
  • Excellent verbal and written communication skills
  • Strong problem-solving skills 

What You Should Know About This Team

  • This is a high performing team with a do-what-it-takes approach to problem solving
  • We believe that success comes through teamwork and collaboration, not through individual success. You win when the team wins. 

Our Team’s Favorite Perks and Benefits

  • On top of our benefits (Healthcare, Pension, Bike to work, Travel tax, Wellness bonus etc.), we are offering an exciting ‘Experience Bonus’ after a year of service. The purpose is to fund a dream you’ve always dreamt of! it could be from attending a sporting event or concert or visiting somewhere exotic or staying at a 5 star hotel!
  • A comprehensive package consisting of base, bonus and equity 
 
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.
 
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
 
​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act
 
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
 
Not finding a role that’s the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.

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exceptional frontline experiences Jobs high-performing teams Jobs design products people love Jobs XM Success Team Jobs unlock the most value Jobs More Jobs at Qualtrics Jobs in East Bay
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Date Posted

09/14/2024

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