Senior Solution Manager, Customer Journey

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.

As Senior Solution Manager, Customer Journey, you will be the operational architect behind how new products and services reach the market and scale successfully.

Responsibilities

• Accelerate GTM Product Readiness: Own and execute the end-to-end readiness plan that transitions new products and services from release to repeatable sales and delivery.
• Build Scalable Business & Service Workflows: Design and optimize customer lifecycle processes across quoting, provisioning, implementation, support, and renewal to eliminate operational friction.
• Enable Field Execution: Develop practical sales and delivery assets,including deal qualification guides, scoping tools, pricing references, SOW templates, and delivery playbooks.
• Drive Cross-Functional Alignment & Execution: Manage multi-team project plans, track readiness milestones, mitigate launch risks, and hold stakeholders accountable across Sales, Services, Legal, Deal Desk, and Finance.
• Influence Product Strategy: Establish feedback loops to gather customer and field insights, translating them into structured, evidence-based recommendations for Product Management.

Requirements

• Enterprise SaaS GTM Experience: 15+ years of extensive background in GTM operations, business readiness, services strategy, customer success operations, or product operations within a complex SaaS environment.
• Proven Cross-Functional Program Leadership: Demonstrated track record of managing complex launch plans, dependencies, and risks across multi-disciplinary teams.
• End-to-End Process Mapping: Proven ability to map and optimize complex workflows across quote-to-cash, implementation, and customer onboarding.
• Field & Sales Asset Development: Hands-on experience creating scoping tools, SOW templates, delivery methodologies, and field playbooks.
• Tool & Framework Familiarity: Background with enterprise frameworks and platforms such as Salesforce, Gainsight, Highspot, or similar customer success tools.

Benefits

• Global Wellness & Flexibility: Competitive time-off policies, flexible working arrangements, and wellness stipends to support work-life balance.
• Comprehensive Health & Retirement: Industry-leading health coverage options and generous retirement matching programs.
• Community & Inclusion: Active Employee Resource Groups (ERGs) and dedicated team-building events that foster a strong sense of belonging.