Job Description

The Qualtrics XM Platform\xe2\x84\xa2 is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can\xe2\x80\x99t imagine living without.

Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.

We believe every interaction is an opportunity. Are we yours?

The Company

Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data\xe2\x84\xa2. The Qualtrics XM Platform\xe2\x84\xa2 is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business\xe2\x80\x94customer, product, employee and brand\xe2\x80\x94on one platform. Over 11,000 enterprises worldwide, including more than 85 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands. Qualtrics was recently acquired by SAP, and together we will accelerate XM and power the experience economy. Join us on this adventure that can open many doors! If you\xe2\x80\x99re searching for a company that\xe2\x80\x99s dedicated to your ideas and growth, recognizes your unique contribution, fills you with purpose, and provides a fun, flexible and inclusive work environment - apply now!

The Team

The XM Success Team is at the heart of our business. Our team members are focused on building and maturing our customers\xe2\x80\x99 Experience Management programs to drive measurable business impact and meaningful improvements to the human experience. Our mission is to tangibly transform our customers\xe2\x80\x99 organizations, leading to increased retention, growth and maturity, and ultimately building our customers into lifelong Qualtrics champions. We do this through a deep understanding of our customers and their industries, and by optimizing solutions to address their individual challenges utilizing the Qualtrics platform. We touch every phase of the customer lifecycle and work internally to innovate and drive action for our customers.

The Expectation For Success:

Are you an XM Success representative with a real passion for converting customers into champions? Do you have experience in a customer-facing role, where you demonstrate an ability to balance multiple customer relationships, be an excellent communicator who empathises with the audience and be resourceful when faced with challenges? If so, a role in XM success may be for you. You will know you are doing an extraordinary job when your customers renew and expand their usage of Qualtrics. You will gain competency in the platform, working directly with customers to build product adoption, grow their Qualtrics usage and mature their XM programmes.

Primarily Responsibilities:

As part of our XM Success Portfolio team, you\xe2\x80\x99ll:

• Serve as the long-term customer relationship manager and product expert to mature, renew, and expand XM programs throughout the life of the partnership.
• Build deep relationships with influential users within a particular portfolio of customers to create Qualtrics champions.
• Define and document stakeholder requirements, understand key business challenges and develop the customer\xe2\x80\x99s vision into a value-based solution.
• Assume revenue responsibility with a focus on our portfolio clients within Asia. You will plan, negotiate, and execute the renewal strategy through informal account management and formal RFP responses
• Monitor Customer Health Metrics and take action to mitigate risk and capitalise on opportunities
• See a problem, solve a problem. Work with cross-functional counterparts in Sales, Customer Operations, Product Management, Engineering and Professional Services to evolve, scale and improve our customer\xe2\x80\x99s Qualtrics experience.
• Develop authoritative knowledge on the Qualtrics XM platform to educate users on customer platform adoption, value realisation, and ways to fully utilise the software.
• Collaborate with product teams to help build, define, and architect the experience management category, and champion it to the world as one of the fastest growing segments in the experience economy.
• Continue building Qualtrics\xe2\x80\x99 unique culture by living Qualtrics\xe2\x80\x99 values (TACOS).
• This role is based in Qualtrics Singapore office.

Xiu Ling, Regional Head of Customer Success for Southeast Asia, Greater China & India is an alumnus of INSEAD Business School (France) and Wharton School at the University of Pennsylvania. She started her career at the Singapore Exchange and was previously with McKinsey & Company. An avid wanderer, Xiu Ling, has travelled to more than 45 countries to date with her top few experiences in the Patagonia region, Kenya, Lebanon, and Iceland. to learn about her journey in Qualtrics.

Minimum Requirement:

• 3-5 years experience in a combination of management consulting, CX, Customer Success or technical account management roles.
• Bachelor\xe2\x80\x99s degree with a concentration in science, technology, engineering, commerce, business or a related field.
• Track record of success in building customer relationships at multiple levels of a clients\xe2\x80\x99 organisation.
• You have a technical understanding of data integrations and experience with data analytics & visualisation to communicate insights to internal and external stakeholders
• Proven experience leveraging industry best practices, program operationalisation, insight driven suggestions to mature customer facing programs
• Have high tolerance for ambiguity and complexity. The Portfolio team in APJ is still being shaped as part of a wider Services Transformation and therefore will continue to evolve, so having a growth mindset is key.
• Proficiency in English is mandatory and Chinese language is highly desirable.

What differentiates us from other companies

• Work-life integration is deeply important to us - we have frequent office events, team outings, and happy hours.
• We offer top-of-the-range private health insurance, annual experience bonus, wellness stipend to allow you to focus on yourself and much more.. did we mention the catered lunches (in office) 5 days a week?
• Qualtrics Experience Program - Bonus for an experience of your choosing (eligible after a year)
• We believe in sharing Qualtrics success which is part of the compensation for all employees.

Qualtrics