Position : Business Analyst (Customer Relationship Manager)
Location : Alpharetta GA (Day One Onsite)
Job Description
Serve as the longterm customer relationship manager and product expert to mature renew and expand Qualtrics XMDiscover programs throughout the life of the partnership
Work with customers to define and document stakeholders business requirements understand key business challenges and develop the customers vision into a valuebased solution.
Develop and leverage deep Qualtrics product knowledge to drive customer program maturity platform adoption and expansion opportunities.
Build and maintain multilevel client stakeholder relationships to ensure customer health and to drive expansion within existing accounts as program needs mature from the delivery of our key offerings.
Provide polished and timely client communication and responsive followthrough on all issues actions and escalations.
Develop and implement Qualtrics XMDiscover XM methodologies across a variety of use cases and industry verticals
Partner closely with Account Executives to build account plans and strategies to accelerate growth and XM maturation
Prepare content that educates users on how to fully utilize the platform and understand what to expect from our product roadmap
Champion customer needs internally and mobilize other Qualtrics resources to to maximize customer impact
Develop crossfunctional 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
Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities
Desired qualification
Bachelors degree with 48 years of experience in a management consulting CX CS or technical account management role
Track record of success in building customer relationships at multiple levels of a clients organization
Proven experience leveraging industry best practices program operationalization insight driven suggestions to mature Customer facing programs
Technical understanding of data integrations
Experience with data analytics & visualizations
Strong communication skills including written analytical presentation and verbal with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
Ability to collaborate with teams across the organization while also being able to work independently and as a selfstarter
Passion for solving customer challenges coupled with a commitment to customer experience and satisfaction
Ability to properly explain technical tasks to nontechnical
