Signature Support Expert

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 Challenge**

Qualtrics is on the cutting edge of Experience Management (XM); helping our clients to provide the best experiences for their customers and employees. Signature Support delivers an elevated day-to-day support experience coupled with dedicated short-term engagements, to clients looking to accelerate their XM program.

As a Signature Support Expert, you will provide customers with world-class technical consultation that mitigates risk, uncovers new technical opportunities and delivers tailored recommendations that are simple to understand and execute for non-technical audiences. You will scope and execute project-based engagements, as well as leading standalone deep-dive problem-solving sessions. Lastly, you will contribute to the ongoing advancement of Signature Support's processes and product expertise, with an eye for continuous improvement opportunities.

As Qualtrics grows rapidly, the Signature Support Team's role is to act as an adept XM accelerator and trusted technical resource. The work you do will rapidly advance your existing communication, project management and technical skills, and will help lay the foundations for our clients to grow organically into XM leaders.

**Expectations for Success**

In this role, you will need to deliver an elevated client experience, whether on a single deep-dive call or a weeks-long engagement project. You should be a tech-savvy professional who is able to explain technical information to a non-technical audience, and capable of quickly developing and continuously refining technical expertise across industries, use cases and product lines.

You will scope and execute engagements with little oversight, defining scope & acceptance criteria, managing communication with external and internal stakeholders, compiling and prioritising recommendations, and contributing to the global team's repository of XM expertise. Clients should be comfortable turning to you as their first point of contact when something goes wrong, or when they'd like to do something new.

**Day In The Life**
- Create, validate and communicate tailored technical recommendations for clients, independently or as part of a team
- Manage ~3 engagement projects at a time, either in a leadership or supporting role
- Scope work & define acceptance criteria ahead of kicking off new projects
- Effectively and proactively communicate with internal and external stakeholders
- Outside of projects, lead standalone deep-dive sessions with clients for technical problem-solving
- Manage the resolution of technical issues, using a repertoire of technical resources
- Maintain an expert knowledge of Qualtrics products and drive improvements to product quality/customer experience
- Actively contribute to the continuous improvement of the Signature Support team and the Global Operations department in general

**Who We're Looking For**:

- Bachelor's or Master's degree
- At least 1 year of experience in a technical, project management or customer support role.
- You have excellent verbal and written communication skills
- You're detail-oriented with an ability to prioritise and meet deadlines while working both autonomously and collaboratively
- Demonstrated project management experience
- Demonstrated track record of dedicated customer problem-solving

**Even Better If**:

- You have some experience in a SaaS company; in an operations, technical, advisory or solutions role
- You've led some complex projects with a commitment to best practices
- You have experience articulating technical concepts to a non-technical audience
- You're passionate about operational excellence and seeing issues through to complete resolution
- You have some familiarity with front-end development including troubleshooting in major browsers' developer tools

**What differentiates us from other companies**:

- A product that is strongly positioned to disrupt a multi-billion dollar industry and change the way we think about traditional experiences.
- Work life integration is deeply important to us - we have