Analyst, Technical Customer Manager - Public Sector

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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. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers. When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing. Analyst, Technical Customer Manager - Public Sector Why We Have This Role 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. In this role, you will partner with customers throughout their lifecycle - from program delivery and onboarding to ongoing optimization, adoption and value realization. You will act as the primary technology trusted advisor for your portfolio, leading medium and large-scale software implementations and optimizing our technology to address individual challenges, ultimately building our customers into lifelong Qualtrics champions. How You'll Find Success You will find success by blending exceptional customer and project management skills with a focus on technical platform adoption, renewals, and expansion. You will lead project teams to deliver complex programs within our specific Industry Verticals and Region, ensuring your customers deepen and broaden their usage of the platform. By influencing customers to shape their feedback programs and being resourceful when facing challenges, you will drive leading indicators of success, value realization, and Net ARR growth. How You’ll Grow Key Responsibilities Help Customers Grow Build and maintain strong customer stakeholder relationships to deeply understand the context, ambition and strategic business goals for the customers within your portfolio Define and execute your strategy for retaining, maturing and expanding customer accounts; including assessing customer usage and implementing new capabilities to enhance their programs Develop success plans aligned with customer business goals and technology roadmaps Monitor customer health, platform utilization and adoption metrics to identify opportunities for increased value Contribute to a culture of accountability, collaboration and continuous improvement to drive high quality customer outcomes Provide Technical & Execution Expertise Develop and maintain technical competence on the Qualtrics platform, ensuring a deep understanding of the leading indicators of customer adoption, ACV retention and value realization Utilize experience and best practices in order to understand the customer and communicate effectively how the Qualtrics platform will support the delivery of value driving outcomes and enhance their program Lead specific project implementations for new customers to your portfolio and existing customers; including cross functional / cross team project teams consisting of Technical Services Consultants and XM Advisors, with the objective to deliver on project goals and objectives Conduct regular risk planning, monitoring, mitigation and reporting to stakeholders both during project delivery and account lifecycle Demonstrate Operational Rigor Execute implementation and account management

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