Analyst, Technical Success Manager - BX (Brand Experience)

About the Role

Key Responsibilities

• Serve as the long-term customer relationship manager and product expert, working with customers to monitor program health, mature, renew, and expand their BX programs.
• Develop and leverage deep Qualtrics product knowledge to drive platform adoption, ensuring customers are realizing the value of their BX program.
• Partner closely with Account Executives to build account plans and strategies to accelerate growth and BX maturation.
• Prepare content that educates users on how to fully utilize the platform and understand what to expect from our product roadmap.
• Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities.
• Champion customer needs internally and mobilize resources to resolve issues.
• Provide clear and timely communication with clients that drive to resolution on any requests and/or issues.
• Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers.
• Work closely with sales counterparts to plan, negotiate, and execute the renewal strategy through informal account management and formal RFP responses.

Requirements

• Bachelor's degree from a competitive university.
• 3+ 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.
• Experience working in applied custom research (agency or client side).
• Excellent PowerPoint, Google Slides and/or Keynote skills and ability to create slides/graphs/charts that convey key research findings in compelling ways.
• Excellent Excel skills; knowledge of pivot tables and creating charts or ability/willingness to learn.
• Experience working with customers in all phases of their adoption journey.
• Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment.
• 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 APIs.
• Excellent verbal and written communication skills.

Nice to Have

• Experience working with APIs and software development concepts.
• Knowledge of research methodologies and sample management.
• Experience in driving customer adoption and maturity of platform usage.
• Experience in renewal and expansion strategies.

Qualifications

• Bachelor's degree from a competitive university.
• 3+ years experience in a technical, consulting, or client-facing role.

Benefits & Perks

• Work life integration with frequent office events, team outings, and happy hours.
• Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year).
• Qualtrics Wellness Program - $1,200 for wellness-related expenses annually.
• XM Day - an annual day of service to give back to the community.
• 30 paid days off (15 PTO, 5 Personal Days, 10 Holiday Closures), with additional days after a year.
• Standard benefits including medical, dental, vision, life insurance, snacks, drinks, and free lunches.
• Hybrid work model: in-office three days a week, with flexible remote work for the rest.