Engagement Manager

Sydney, New South Wales, au
Company: Qualtrics
Category: Management Occupations
Published on 2021-07-30 06:16:27
The Qualtrics XM Platform™ is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can't imagine living without.Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.We believe every interaction is an opportunity. Are we yours?**The Challenge**The Implementation Team is at the heart of Qualtrics. The initial on boarding experience and solution delivery establishes the client relationship and sets the tone for the partnership. We understand our client's goals and, as trusted advisors, recommend solutions to the challenges they face. We listen carefully to our clients and advocate for customers internally, driving operational improvements and product enhancements. We have impressive members on this team, and are always looking for more amazing talent!**Expectations for Success**You will know you are doing a great job when you successfully onboard our clients and deliver solutions ultimately resulting in high renewal and expansion rates. You build strong, lasting relationships with clients, are a creative and analytical problem-solver. You support the Sales team in pursuit of large deals and the Product team to improve product features, have outstanding interpersonal skills to juggle multiple priorities, and are a superb communicator. Most importantly, you care deeply about our clients and provide them a world-class experience.**A Day in the Life**+ Quickly become an expert on the Qualtrics Experience Management (XM) Platform and related solutions+ Serve as main point of contact for clients during implementation and manage the project to completion+ Design and document functional and technical requirements and help scope projects by understanding timelines and work+ Solve complex technical implementations both independently and in a team environment+ Clearly communicate solutions back to clients through phone and email+ Train and teach clients on specific and new aspects of the Qualtrics Experience Management (XM) Platform and related solutions+ Work with our Product Management and Engineering teams to solve problems and implementations+ Continually adapt and develop in-depth product knowledge and learn new technologies**The Right Candidate**Leading Project Teams - They will have experience leading virtual project teams to deliver complex, large-scale technology programs within global organizations.Software Development experience - the ability to get hands on with the platform and support solution developmentInfluence and Delight Customers - This person will have exceptional customer and project management skills and be able to build strong working relationships with clients at some of the largest organizations across the globe. They'll also need to easily learn new technology!**Responsibilities:**+ Partner with customers and Qualtrics team members to provide strategic project management expertise leading to the alignment of project goals between the customer and delivery team+ Utilize your experience and best practices in order to understand the customer and communicate effectively how the Qualtrics platform will address their challenges and enhance their program+ Build and maintain strong relationships with senior customer stakeholders on large projects. This role will gather an understanding of customer's business objectives and strategic objectives and will act as an advisor+ Serve as the primary contact from the delivery leadership team for customer information, progress, issue resolution, and tracking+ Lead project teams consisting of project managers, technical consultants, and engineers, with the objective to deliver on project goals and objectives+ Conduct risk planning, monitoring, mitigation and reporting to stakeholders both during project delivery+ Develop quality management plans and principles for the team to adopt to ensure successful delivery and deployment of technology. This will include partnering with the customer on customer data transfer cadence, content and quality assurance processes to ensure outputs are aligned with business requirements and goals+ Contribute to product development by being the voice of our largest customers to the Qualtrics product team to help shape the product roadmap+ Deliver workshops to advise customers on successful XM programs and shape service offerings to achieve program goals**Successful candidates will possess most of the following qualifications:**+ 7+ years experience designing and delivering on best practice software implementations in complex environments+ A blend of consulting experience, as well as internal-customer experience, is ideal, although candidates from either side will be considered+ Strong program management skills with the ability to plan project tasks/events and execute on these on time and on budget with quality at the forefront of everything you do+ Experience working with large and complex organizations with a proven track record for delivering projects with successful outcomes+ Strong experience running delivery workshops with customers to help them make key project decisions+ Consultative and relationship builder who can quickly understand customer needs and identify solutions to meet these requirements**What Differentiates Us From Other Companies**+ Work-life integration is critical to us - we have frequent office events, team outings, and happy hours+ We take pride in our office's design aiming at fostering creativity from exceptional views to an open and collaborative workspace+ Competitive salary and comprehensive private health insurance+ On top of the standard benefits package, we provide snacks, drinks, and free lunches in our office+ Qualtrics Experience Program - $2800 for an experience of your choosing (eligible after a year).+ Possible tuition reimbursement for job-related continuing education**We believe in sharing Qualtrics success which is part of the compensation for all employees!**Qualtrics is an Equal Opportunity employer. Individuals seeking employment at Qualtrics are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

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