Our client is a Business Experience software vendor who creates and stewards the Experience Management category to over 18,000 clients globally, delivering exceptional frontline experiences, building high performing teams and designing products people love.
RESPONSIBILITIES
From the initial onboarding to ongoing adoption, the XM Success (Customer Success) Team assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We are looking for scrappy, dynamic individuals to join the team and have a huge impact on customer retention and expansion.
This role is to be based in Singapore.
Serve as the long-term customer relationship manager and product expert to mature, renew, and expand XM programs throughout the life of the partnership
Work with customers to define and document stakeholder’s business requirements, understand key business challenges and develop the customer’s vision into a value-based solution.
Develop and leverage deep Qualtrics product knowledge to drive customer program maturity, platform adoption, and expansion opportunities. You’ll be enabled to demo and shape foundational components of an XM program to best assist your customers
Build and maintain multi-level client stakeholder relationships to ensure customer health and to drive expansion within existing accounts as program needs mature from the delivery of our key offerings.
Provide polished and timely client communication and responsive follow-through on all issues, actions, and escalations.
Develop and implement standard XM methodologies across a variety of use cases and industry verticals
Partner closely with Account Executives to build account plans and strategies to accelerate growth and XM maturation
Prepare content that educates users on how to fully utilize the platform and understand what to expect from our product roadmap
Champion customer needs internally and mobilize other Qualtrics resources to maximize customer impact
Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
Plan, negotiate, and execute the renewal strategy at your accounts
Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities
REQUIREMENTS
Bachelor’s degree with 4-6 years of experience in a management consulting, CX, CS or technical account management role
Strong communication skills including written, analytical, presentation and verbal (English - Must, Thai or Hindu - Plus) with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
Track record of success in building customer relationships at multiple levels of a clients’ organization
Proven experience leveraging industry best practices, program operationalization, insight driven suggestions to mature Customer facing programs
Technical understanding of data integrations
Experience with data analytics & visualizations
Ability to collaborate with teams across the organization while also being able to work independently and as a self-starter
Passion for solving customer challenges coupled with a commitment to customer experience and satisfaction
Ability to properly explain technical tasks to non-technical stakeholders
Ability to multi-task as he/she will be expected to work on multiple engagements/initiatives simultaneously.