Engagement Manager – Brand Experience

Qualtrics

To apply for this job please visit www.qualtrics.com.

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 an Engagement Manager to the team to meet project implementation management needs of our ever-expanding base of BX customers and deliver a great customer experience.

The Chicago or Seattle-based leader will guide client programs and leading project teams to deliver successful customer experience programs that will bring impact to our customers. The qualified candidate will have a blend of project management, client presence/management and experience leading strategic brand research initiatives. 

Position Description

The Delivery Team is at the heart of Qualtrics. In this role, you will play a critical role in Qualtrics’ growing Brand (BX) business. The initial on boarding experience and solution delivery establishes the client relationship and sets the tone for the partnership. We understand our client's goals and, as trusted advisors, recommend solutions to the challenges they face. We listen carefully to our clients and advocate for customers internally, driving operational improvements and product enhancements.

Leading Project Teams – They will have experience leading virtual project teams to deliver complex, large-scale market research programs within global organizations. In this role, you will be part of the growing Qualtrics market research community that helps some of the world’s top minds take their brands to the next level.

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!

Responsibilities:

  • Partner with 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 research managers, 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 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
  • Deliver workshops to advise customers on successful BX programs and shape service offerings to achieve program goals

Successful candidates will possess most of the following qualifications:

  • 5-7 years experience designing and delivering on best practice software implementations in complex environments
  • A blend of 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 25%

Preferred qualifications

  • MBA or advanced degree from a top-tier university
  • 1-2 years of experience in the SaaS (Service as a software) industry
  • Experience with Qualtrics XM platform