Senior Analyst, Technical Customer Manager - FSI

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.

The Technical Customer Manager plays a pivotal part in Qualtrics' success by leading the design, delivery and ongoing success of customer’s experience programs, focused on driving measurable business impact.

You will partner with customers throughout their lifecycle - from program delivery and onboarding to ongoing optimization, adoption and value realization.

Responsibilities

• Portfolio Leadership: Own the success of a portfolio of customer accounts, serving as the primary technology advisor throughout the customer lifecycle
• Portfolio Performance: Monitor portfolio performance using customer health, adoption, maturity and value realisation to proactively manage risk and identify growth opportunities
• Account Growth & Maturity: Define strategy to expand program adoption and maturity across our customer accounts, driving Net ARR and portfolio performance
• Strategic Project Management: Partner with customers to provide expertise leading to the alignment of project goals and timely execution
• Risk & Quality Management: Plan, monitor, and mitigate project risks while developing quality management plans aligned with business requirements
• Cross-functional Collaboration: Collaborate with internal teams to support your customer’s experience and maintain account health

Requirements

• 3+ years of experience: Successfully working with large, complex organisations to execute and advise on customer facing programs that deliver sustainable business outcomes
• Technical Aptitude: High interest in learning the Qualtrics platform and new technologies and deployment of technical expertise with customers at scale
• Consulting & Program Management: Proven ability to plan and execute multiple concurrent projects on time and budget, with a blend of consulting and internal-customer experience
• Customer Engagement: Ability to lead workshops, knowledge transfer sessions, utilise data and metrics to communicate understanding and produce high quality customer facing documentation
• Stakeholder Influence: Ability to build relationships with senior customer program owners and decision makers

Benefits

• Comprehensive Health & Wellness: Robust medical, dental, and vision insurance packages for you and your dependents
• Professional Growth & Mentorship: Structured onboarding, product training, and clear pathways for career advancement
• Paid Time Off & Holidays: Generous paid vacation, sick leave, and paid company holidays
• 401(k) Retirement Plan: Competitive matching company contributions to help secure your financial future
• 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