Engagement Manager

Job description

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.

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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.

Engagement Manager - Customer Experience

Why We Have This Role

The Implementation Team at Qualtrics is the first point of contact for new clients, and the solutions we deliver set the foundation for a lasting partnership.

We need an Engagement Manager who can serve as a trusted advisor, understanding our clients’ goals and challenges and guiding the implementation of our SaaS solutions. You’ll be at the heart of the partnership, ensuring a smooth onboarding experience and working with internal teams to drive improvements and enhancements.

How You’ll Find Success

• Leading Project Teams - They will have experience leading virtual project teams to deliver complex, large-scale customer feedback programs within global organizations.
• Design Forward-Thinking Programs - As part of the Sales process, while also working with an advisory expert, this role will influence our customers to help them shape their customer feedback programs. They will be working with organizations that are both mature and immature in the customer experience space and will be able to recognize and adapt their advice accordingly. They will understand the significant industry shifts taking place in customer listening programs, and be able to design forward-thinking, innovative yet practical programs for customers.
• Influence 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!
• Client Advocacy: You are passionate about providing a world-class experience for our clients and are an internal advocate for their needs.

How You’ll Grow

• Professional Development: Opportunity to refine and expand leadership, consulting, and customer management skills.
• Industry Insights: Exposure to cutting-edge customer experience trends and their implementation in various industries.
• Cross-functional Collaboration: Collaborate with internal teams, clients, and stakeholders to deliver exceptional outcomes.

Things You’ll Do

• Partner with general industry 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
• Support the sales process by discussing Qualtrics service offerings during sales presentations while providing input into proposals
• Deliver workshops to advise customers on successful experience programs and shape service offerings to achieve program goals

What We’re Looking For On Your Resume

• 7+ years experience designing and delivering on best practice software implementations in complex environments
• A blend of vendor or 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
• Willingness and ability to travel up to 10%

What You Should Know About This Team

• Heart of Qualtrics: The Delivery Team is essential to Qualtrics’ success, establishing client relationships and delivering solutions.
• Client-Focused: This team is dedicated to understanding client goals, advocating for them, and driving operational improvements.
• Cross-functional Collaboration: Collaboration across internal teams drives customer success and influences product enhancements.
• Global Impact: This role engages with some of the world’s largest organizations, shaping their customer experience programs.

Our Team’s Favorite Perks and Benefits

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
• 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
• On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices

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. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

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For full-time positions, this pay range is for base per year; however, base pay offered within this range may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer. Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, paid time off, a wellness reimbursement, mental health benefits, and an experience bonus. For a detailed look at our benefits, visit Qualtrics US Benefits.

Washington State Annual Pay Transparency Range

$136,500—$196,000 USD