About the position
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 mic 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 5,000 people across the globe who think that’s work worth doing.
Responsibilities
- Develop a deep understanding of broad company goals and translate them into actionable projects for your team.
- Drive the business forward by measuring effectiveness of Digital and Customer Success practices, identifying gaps and actionable findings, and proactively driving a set of actions to improve customer health.
- Apply your strong analytical skills to derive compelling insights and recommendations tailored for executives, management, and Customer Success teams.
- Leverage data-driven insights to identify opportunities, measure program effectiveness, and guide strategic decision-making.
- Foster a culture of operational excellence by establishing best practices, developing repeatable processes, and facilitating knowledge transfer across teams.
- Grow and develop a junior team into strong, independent leaders within the company.
- Manage a team of Technical Analysts and Gainsight Admins to accomplish goals set by the Customer Success organization within Qualtrics.
- Mentor and guide your 6 direct reports, supporting their growth and career aspirations.
- Lead detailed analysis of operational metrics and business processes to identify improvement opportunities and validate program outcomes.
- Oversee the prioritization of Customer Success requests such as deep dive analyses, Gainsight system changes, creation of dashboards, customer health analysis, performance of digital campaigns, etc.
- Help grow the technical expertise of the team, conducting learning sessions, coding reviews, and encouraging peer reviews of challenging data problems.
- Build relationships with other Go-To-Market Analytics teams to stay up to date on internal databases, upcoming changes, and potential collaboration opportunities.
- Lead steering committee meetings and Gainsight Champions committees to communicate program needs, facilitate problem solving, and encourage data-driven decision making.
- Be the primary team representative with stakeholders throughout the Customer Success organization, understanding overall goals and setting expectations of how your team will contribute.
Requirements
- Bachelor’s degree
- 2+ years of experience as a people manager, preferably on a Customer Success Operations, Customer Analytics, Go-to-Market Analytics, Program Management or similar team
- Minimum 2-3 years of hands-on experience in Product Analytics, Customer Insights, Data Analysis, and/or Program/Project Management
- Proficiency in Gainsight as a former user, Administrator, or strategic advisor
- Proficiency in SQL and Python, and the ability to peer review work completed in both
- Experience in technology, consulting, or similar fast-paced environments
Nice-to-haves
- Experience in a B2B SaaS company
Benefits
- High exposure to senior leadership teams
- Competitive salary, performance bonuses, and savings investment account.
- Quarterly reimbursement for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
- In-office perks like catered lunch, snack bars, and the ability to bring your dog to work
- $1500 experience bonus to be used for an 'Experience' of your choosing every year.
- Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women’s Leadership Development, which exist as places for support, allyship, and advocacy.
- 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.
