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Technology Consulting Manager - Customer Experience

Company: Qualtrics
Location: Chicago
Posted on: February 25, 2021

Job Description:

Technology Consulting Manager - Customer Experience Chicago, Illinois, United States Category Professional Services Qualtrics, the leader in customer experience and creator of the Experience Management (XM) category, is changing the way organizations manage and improve the four core experiences of business--customer, employee, product, and brand. Over 12,000 organizations around the world are using Qualtrics to listen, understand, and take action on experience data (X-data---)--the beliefs, emotions, and intentions that tell you why things are happening, and what to do about it.

The Qualtrics XM Platform--- is a system of action that helps businesses attract customers who stay longer and buy more, engage employees who build a positive culture, develop breakthrough products people love, and build a brand people are passionate about. Join us as we help change the way people experience the world! Advance your career at a company that is dedicated to your ideas and growth, fills you with purpose, and provides a fun, inclusive work environment. The Challenge The--Technology Consulting--Team is at the heart of Qualtrics. From onboarding, training, technology configuration and systems integration, we assist clients post-sale to help them unlock the most value from our products and services. We understand their goals and, as trusted advisors, recommend solutions to the challenges they face. Because we listen carefully to our clients, we are a wellspring of innovation. We champion new ideas inside Qualtrics to drive operational improvements and product enhancements and refuse to rest until these problems are solved. We have impressive members on this team, and are always looking for more amazing talent! Qualtrics is seeking a full-time Technology Consulting Manager who can ensure our clients are lifetime Qualtrics champions. If you have 7+ years of solution delivery and implementation experience, have led teams and managed different technical and business stakeholders, are a superb communicator and problem-solver and want to work at a fast-growing tech company, Qualtrics could be the place you've been dreaming about. Job Description As a Technology Consulting Manager within the--Delivery--team, you will combine your passion for leading teams and engaging customers, with your ability to solve complex technical and business problems. Working closely with members of the Qualtrics Experience Management (XM) Services leadership team, you will help build our Implementation organization by designing and establishing new processes, tools and policies, and improving team effectiveness to ensure the team scales efficiently as the company continues to grow. Concurrently, you will be tasked with growing and managing a team of Technology Consultants to ensure our solutions are delivered to world-class standards. Responsibilities

  • Lead a team of high-performing Technology Consultants to effectively deliver Qualtrics solutions, providing coaching and mentorship to guide career development
  • Accurately evaluate performance of team members and provide direct and actionable feedback
  • Manage team capacity, forecasting, financial performance and resource allocation
  • Oversee delivery of a large portfolio of delivery projects varying greatly in size and complexity. These vary from four-week, single-stakeholder engagements, to multiyear, multidisciplinary, international deliveries with dozens of stakeholders
  • Coordinate with other functional leaders across the business to develop and deliver multidisciplinary solutions and projects, and drive initiatives to improve the customer experience
  • Design and implement scalable processes, increase efficiencies and exceed client expectations
  • Set up mechanisms to continually improve tools and ways of working
  • Build relationships with key clients, partners and internal counterparts
  • Communicate team impact and results to key stakeholders and act as an advocate for the team within Qualtrics
  • Maintain an expert knowledge of the Qualtrics Experience Management (XM) Platform and other products, and drive improvements to product quality/customer experience
  • Assist in Sales process, meeting with senior client executives to discuss how Qualtrics can deliver on their program requirements
  • Collaborate with Product team, bringing unique insights on real-world client needs to shape Product roadmap
  • Develop new strategies and partner with fellow leaders to exceed aggressive hiring goals Expectation for success
    • 7+ years experience
    • Technical degree (CS, Information Systems or Engineering)
    • Prior leadership experience
    • Knowledge of standard project management concepts, practices, and procedures Preferred Requirements
      • MBA or advanced degree from a top-tier university
      • 3+ years at a top-tier consulting firm and/or relevant experience
      • Self-starter capable of working concurrently across multiple projects in a fast-paced environment
      • Proven ability to build and lead teams to concrete and measurable results
      • Excellent analytical/problem-solving skills with a history of driving impact within an organization
      • Outstanding communication skills and the ability to inspire others
      • Detail-orientation with an ability to prioritize and meet aggressive goals
      • Demonstrated track record of proactive customer problem solving
      • Flexibility to deal with client and internal challenges as they arise, and the ability to develop and implement strategies to overcome these challenges
      • Worked on teams that have used Agile methodologies (e.g. Scrum, Kanban) Get tailored job recommendations based on your interests. Qualtrics, the leader in customer experience and creator of the Experience Management (XM) category, is changing the way organizations manage and improve the four core experiences of business--customer,... Location Provo, Utah, United States Category Global Operations Qualtrics, the leader in customer experience and creator of the Experience Management (XM) category, is changing the way organizations manage and improve the four core experiences of business--customer,... Location London, England Category Customer Success Qualtrics, the leader in customer experience and creator of the Experience Management (XM) category, is changing the way organizations manage and improve the four core experiences of business--customer,... Location Provo, Utah, United States Category Customer Success Qualtrics, the leader in customer experience and creator of the Experience Management (XM) category, is changing the way organizations manage and improve the four core experiences of business--customer,... Location Provo, Utah, United States Category Customer Success Qualtrics, the leader in customer experience and creator of the Experience Management (XM) category, is changing the way organizations manage and improve the four core experiences of business--customer,...

Keywords: Qualtrics, Chicago , Technology Consulting Manager - Customer Experience, Professions , Chicago, Illinois

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