SkillBridge - Technical Success Manager

Skillbridge Technical Success Manager (Scale) Internship

Why We Have This Role

The Customer Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for resourceful individuals to join our team to learn the Customer Success role and support our reps in strategic outreach and engagement with customers. We have impressive members on this team, and are always looking for more amazing talent!

*Pending availability, you will be placed on 1 of 2 Technical Success Management teams for the duration of your internship: Scale or PubSec.Scale: Supporting the Scale team you can expect project based work to help drive efficiencies in how we drive customer adoption at scale (think email operations, webinars, and digital community). You can also expect to gain technical and advisory skills as you support and consult customers.PubSec: Our team collaborates with federal, state and local government agencies as well as educational institutions to enhance the experiences of civilians and students. By partnering closely with our customers, we streamline processes, elevate data quality and translate feedback into impactful actions.

Technical Success Managers in Scale are Qualtrics experts who work with our customers to realize the potential of the Qualtrics product. In this role, TSMs have a large book of business and utlilise data triggers to know which customers need support. They meet with customers to understand their programs and objectives, and leverage your technical expertise to give them the tools to build best in class programs. They are focused on providing value to customers by driving adoption and usage for the customer. As an intern you will work to support and learn the role of a Technical Success Manager. In this role you should be both a tech-savvy professional and someone who excels at problem solving to deliver exceptional client service.

How You’ll Grow

• Enhance your software platform knowledge and technical troubleshooting skills
• Develop and refine your skills in customer outreach, customer engagement, data analysis, and strategic planning
• Collaborate closely with our sales, digital, and product teams, gaining exposure to different aspects of the business and expanding your knowledge of digital customer success strategies
• Build your creative problem-solving and critical-thinking skills to deliver actionable, scalable recommendations that improve the end to end customer experience for customers

Things You’ll Do

• Drive Customer Adoption and Optimize Programs
• Conduct strategic customer outreach via various channels to schedule quality meetings for the Customer Success Team
• Perform customer research and usage analysis to inform customer recommendations and strategy
• Engage 1:1 with customers at critical points in the customer journey to ensure adoption and maturation
• Execute and manage Call to Actions (CTAs) to enhance user engagement and drive conversions
• Develop a deep understanding of Qualtrics’ service offerings to meet client needs, guiding them through use cases to drive program maturity
• Serve as a platform expert, advising clients on high-value usage and translating customer goals into tailored recommendations
• Drive adoption of key platform features through demos and proof of concepts, leveraging best practices for implementation
• Identify common customer challenges and actively suggest better solutions
• Collaboration & Cross-Functional Partnerships
• Collaborate with cross-functional teams, including Sales, Customer Operations, Renewals Team, Partners, and Professional Services, to evolve and scale our global service offerings
• Team effectively with internal and external partners to improve the overall customer experience and lead to greater satisfaction and loyalty among our customers

What We're Looking for on Your Resume:

• Bachelor's degree is preferred
• 1-2 years of experience in technical, consulting, or client-facing role
• Analytical mindset with the ability to translate data into actionable insights
• Proven ability to track, prioritize, and drive multiple concurrent projects from beginning to end
• Ability to work effectively in a fast-paced and dynamic environment
• Interest in Software / Tech, you’ll need to adopt our platforms easily. Previous experience with Qualtrics technology is a plus
• Ability to articulate technical concepts to a non-technical audience
• Detail-oriented with an ability to prioritize and meet deadlines
• Familiarity with software and front-end development
• Excellent verbal and written communication skills
• Strong problem-solving skills
• Gainsight experience is a plus

What You Should Know about this Team:

• The Customer Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for scrappy individuals to join our team and have a huge impact on customer retention and expansion. We have impressive members on this team, and are always looking for more amazing talent!

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

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.

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