Research Success Consultant - Brand Experience

The Challenge

Qualtrics formally launched the BX (Brand Experience Management) product pillar in 2019. BX provides a dynamic approach to Brand Experience Management that enables clients to make smarter and faster decisions in the areas that matter most. Since launch, the BX product has seen tremendous success and is a major growth opportunity for Qualtrics. We are looking to add a Research Success Consultant to the Brand Experience team to meet the evolving needs of our ever-expanding base of BX customers and deliver a great customer experience.

Expectations for Success

You will know you are doing an extraordinary job when your customers renew and expand their usage of Qualtrics. You have excellent organizational skills to juggle multiple priorities and are a great leader who empathizes with your team members and customers. You are inventive in the face of challenges. You use your expertise to consult on best practices, and refuse to give up until our clients succeed.

A Day in the Life

• Serve as the long-term customer relationship manager and product expert, working with customers to monitor program health, mature, renew, and expand their BX programs
• Develop and leverage deep Qualtrics product knowledge to drive platform adoption, ensuring customers are realizing the value of their BX program 
• Partner closely with Account Executives to build account plans and strategies to accelerate growth and BX maturation 
• Prepare content that educates users on how to fully utilize the platform and understand what to expect from our product roadmap
• Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities
• Champion customer needs internally and mobilize resources to resolve issues
• Provide clear and timely communication with clients that drive to resolution on any requests and/or issues. 
• 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 through informal account management and formal RFP responses

 

Qualifications & Requirements

• Bachelor’s Degree
• Three years of professional relevant experience.
• Experience working in applied custom research (agency or client side)
• Excellent PowerPoint, Google Slides and/or Keynote skills and ability to create slides/graphs/charts that convey key research findings in compelling ways.
• Excellent Excel skills; knowledge of pivot tables and creating charts or ability/willingness to learn.
• Excellent writing and communication skills.
• Ability to work well both independently and as part of a team.
• Ability to take a big picture idea and run with it.
• Ability to independently solve problems.
• Personal accountability and strong work ethic.
• Professional, able to interact with vendors/clients.