Technical Program Manager - Public Sector

Qualtrics • Washington, DC

23h • $98,000 - $119,000 • Hybrid

About The Position

The Technical Program Manager – Public Sector leads the design, delivery, and ongoing success of customer experience programs, with a focus on measurable business impact. The role partners with public sector customers throughout their lifecycle, from onboarding and implementation to ongoing optimization, adoption, and value realization. As the primary technology advisor for a portfolio of accounts, the Technical Program Manager leads medium- and large-scale software implementations and helps customers use Qualtrics technology to address their needs and achieve their business goals.

The position owns portfolio success and performance, including customer health, platform adoption and maturity, customer satisfaction, retention, and growth. It involves developing customer success and account-growth plans, advising senior stakeholders, coordinating cross-functional implementation teams, managing project scope and risks, and maintaining rigorous account and project documentation. The role’s outcomes are measured using indicators such as Net ARR, customer value and adoption, billable utilization, time to value, delivery timelines, and scope variance.

The role is part of a consultative, high-rigor team serving public sector clients across their customer lifecycle. It uses a hybrid work model, with three office days each week and the remainder of the week worked from a location of the employee’s choice. Travel of up to 25% is expected.

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 to deliver outcomes.
• 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.
• 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 customers’ context, ambitions, and strategic business goals.
• Develop and execute strategies to retain, mature, and expand customer accounts, including assessing platform usage and introducing capabilities to improve customer programs.
• Create success plans aligned with customer business goals and technology roadmaps.
• Monitor customer health, platform utilization, adoption, and account maturity to identify risks and opportunities to increase value.
• Contribute to accountability, collaboration, and continuous improvement to drive high-quality customer outcomes.
• Develop and maintain technical competence in the Qualtrics platform and understand indicators of adoption, ACV retention, and value realization.
• Explain how the Qualtrics platform can support customer programs and deliver valuable outcomes.
• Lead implementations for new and existing customers, coordinating cross-functional project teams that include Technical Services Consultants and XM Advisors.
• Plan, monitor, mitigate, and report project and account risks to stakeholders.
• Carry out implementation and account-management activities according to global standard practices, with rigorous tracking and proactive risk and issue management.
• Develop and maintain project and account documentation and artifacts.
• Stay current with product and strategic customer journey enhancements.
• Own the success of a portfolio of customer accounts as the primary technology advisor across the customer lifecycle.
• Monitor portfolio performance and proactively manage risks and growth opportunities.
• Lead customer project planning and execution to align project goals and deliver on time.
• Develop quality management plans aligned with business requirements.
• Collaborate with internal teams to support customer experience and account health.
• Travel up to 25% to engage with clients and teams.

Benefits

• Medical, dental, and vision insurance for employees and dependents.
• Structured onboarding and product training, with career advancement pathways.
• Paid vacation, sick leave, and company holidays.
• 401(k) plan with company matching contributions.
• Life and disability insurance.
• Wellness reimbursement.
• Mental health benefits.
• A hybrid work model with three office days per week and flexibility to work elsewhere for the rest of the week.
• A sign-on bonus and restricted stock units may be included in an employment offer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level