Technical Customer Manager - Public Sector

Qualtrics•Columbia, WA

1d•Hybrid

About The Position

The Technical Customer Manager leads the design, delivery, and ongoing success of customer experience programs that deliver measurable business impact. The role serves as the primary technology advisor for a portfolio of public sector customers, supporting them throughout the customer lifecycle—from onboarding and program delivery to optimization, adoption, and value realization. It includes leading medium- and large-scale software implementations and helping customers apply the Qualtrics platform to their specific needs. The position combines customer and project management with technical platform adoption, renewals, and account expansion. The Technical Customer Manager leads cross-functional project teams, builds customer relationships, develops account and success plans, monitors adoption and account health, and manages project risks, scope, documentation, and quality. Success is measured by customer value, Net ARR, adoption and account maturity, customer satisfaction, implementation outcomes, utilization, and time to value. The role is part of a team serving public sector clients as their technical advisors across the full customer lifecycle. It uses a hybrid work model, with employees gathering in the office three days each week, including Mondays and Thursdays and one day selected by the organizational leader. The position may require travel up to 25%.

Requirements

At least 3 years of experience working with large, complex organizations on customer-facing programs that deliver sustainable business outcomes.
Interest in learning the Qualtrics platform and new technologies, and ability to apply technical expertise with customers at scale.
Proven ability to plan and execute multiple concurrent projects on time and within budget.
Experience combining consulting and internal-customer work and collaborating with project managers, consultants, architects, and product teams.
Ability to lead workshops and knowledge-transfer sessions, use data and metrics to communicate insights, and produce high-quality customer-facing documentation.
Ability to build relationships with senior customer program owners and decision makers.
Good understanding of significant experience-management industry shifts in one or more industries.
Entrepreneurial mindset and tolerance for ambiguity and complexity; ability to work efficiently with limited resources, understand business needs, and communicate effectively with senior management.
Bachelor’s degree in a science, technology, engineering, or business-related field.
Ability to travel up to 25% to engage with clients and teams.

Responsibilities

Build and maintain customer stakeholder relationships to understand customer context, ambitions, and strategic business goals.
Develop and execute strategies to retain, mature, and expand customer accounts, including assessing usage and implementing new capabilities.
Create success plans aligned with customer business goals and technology roadmaps.
Monitor customer health, platform utilization, adoption, and account maturity to identify opportunities and proactively manage risk.
Develop and maintain technical competence in the Qualtrics platform and communicate how it can support customer outcomes.
Lead implementations for new and existing customers, coordinating cross-functional teams that may include Technical Services Consultants and XM Advisors.
Plan, monitor, mitigate, and report project and account risks to stakeholders.
Manage project goals, timelines, scope, quality plans, and implementation delivery.
Maintain rigorous account and project tracking, documentation, and other project artifacts.
Stay current with product and customer journey enhancements.
Collaborate with internal teams to support customer experience and maintain account health.