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Engagement Manager

Company: Qualtrics
Location: Reston
Posted on: August 6, 2022

Job Description:

The Qualtrics XM Platform is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can't imagine living without. Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career. We believe every interaction is an opportunity. Are we yours? The Engagement Manager (EM) is part of our Global Professional Services organization and is a high visibility role that plays a vital part in the growth of XM Discover. As an EM you will be responsible for program delivery across a portfolio of key customers - including collecting business and technical requirements, documenting desired business outcomes, and representing achieved business value to leadership and stakeholder executives. It is the responsibility of the EM to ensure that XM Discover is delivering value to the customer in accordance with the plan established in the Statement of Work (SOW) as well as throughout the ongoing partnership. What You'll Do:

  • Work with clients to define and document stakeholder's business requirements, understand key business challenges, and develop the customer's vision into a value-based solution.
  • Create goal-driven program plans and provide direct oversight of assigned account portfolio throughout customer lifecycle. This includes managing staffing, maintaining implementation plans, identifying risks & issues, and setting clear project & timeline expectations with clients.
  • Provide polished and timely client communication and responsive follow through on all issues, actions, and escalations.
  • Lead collaboration with Professional Services teams such as Business & Technical Consultants in delivery of insights-driven business recommendations. Support and influence cross-functionally among groups such as Product, Sales, Marketing, Security and Engineering
  • Build and maintain multi-level client stakeholder relationships to ensure customer health and help to expand within existing accounts as program needs mature from the delivery of our key offerings.
  • Contribute to a growing knowledge network of best practices and methodologies that improve the effectiveness of our team and the information available to our clients. About You:
    • Bachelor's degree with 5+ years of experience in a management consulting, CX, technical account management role, OR a master's degree with 3+ years' experience in a management consulting, CX, technical account management role
    • Track record of success in building customer relationships at multiple levels of a clients' organization
    • Technical understanding of data integrations
    • Experience with data analytics & visualizations
    • Strong communication skills including written, analytical, presentation and verbal (English- Must, Foreign Languages- Plus) 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 self-starter
    • Passion for solving customer challenges coupled with a commitment to customer experience and satisfaction
    • Ability to properly explain technical tasks to non-technical stakeholders
    • Ability to multi-task as he/she will be expected to work on multiple engagements/initiatives simultaneously.
    • Advanced Microsoft Office Suite skills including Outlook, Word, Excel, PowerPoint. (Project management tools & Jira - Plus)
    • Willingness to travel up to 10% or as customer requires Qualtrics has moved to a hybrid work environment. The majority of our employees will be assigned to a physical office location and be expected to work at least one day a week in the office. Check out this blog by our CEO, Zig Serafin to learn more about our philsophy around hybrid work. Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employement without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic. Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.


Keywords: Qualtrics, Reston , Engagement Manager, Executive , Reston, Virginia

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