Sr. Director of Customer Success and Services

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.
Strategic risks are encouraged and complex problems are solved together, by passing the microphone 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. EMEA Senior Manager, Advisory Services
As an XM AdvisoryTeam Manager within the Professional Services organisation, reporting to Global Head of Advisory Services - you will combine your passion for leading teams and engaging customers, with your ability to solve complex program and business problems. Working closely with members of the Qualtrics Experience Management (XM) Services leadership team as well as the Qualtrics Sales team, you will help build our Advisory services organisation 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. You will work and collaborate with the larger Experience Management (CX+EX) delivery teams at Qualtrics to expand Qualtrics footprint within the client account(s). You are ultimately responsible for the consulting work delivered by Advisors to prospective and existing Qualtrics customers, across a variety of industries, to help them design, build, and expand world-class XM programs.
You will assist in the Sales process, meeting with senior client executives to discuss how Qualtrics can deliver on their program requirements. You will be required to communicate ideas quickly and crisply, with the ability to leverage experience, credibility, and actionable insights to influence customers, executives, partners, and other stakeholders to reach consensus decisions and move programs forward.
The ideal candidate will have experience both as a practitioner in an evolving Experience Management program as well as a strategic advisor or consultant to senior leaders in client organizations. This highly-visible role will interface with client stakeholders at different levels of an organisation to gain a deep understanding of their business needs and shape their Experience Management Programs.
Lead a team of high-performing XM Advisors to effectively deliver Qualtrics solutions, providing coaching and mentorship to guide career development.
Coach: Accurately evaluate performance of team members and provide direct and actionable feedback. Manage team capacity, forecasting, financial performance and resource allocation.
People Manager: Communicate team impact and results to key stakeholders and act as an advocate for the team within Qualtrics
Thought Leader: Develop new strategies and approaches with leaders in Sales and Services to help clients find success with their own programs using the Qualtrics platform
Define and manage project tasks and activities. Manage time, budget as well as identifying potential risks and issues that may impact the successful delivery of the program.
Be at the cutting edge of Experience Management.
You will be challenged to bring your “A game” and develop your own leadership style(s) to effectively coach team
Advisory Practice Growth and Delivery - grow the Advisory business in Europe and the Middle East to support the company’s overall expansion in these markets
Oversee and quality control delivery of a large portfolio of delivery projects varying greatly in size and complexity. This includes services like - XM Maturity Assessment, Customer Journey Mapping, XM Program Design, Survey Design, Change Management Workshop, Closed-Loop Design, Program Governance, etc.
Scale XM Advisory services delivery. Contribute to company-wide standardised content and program templates to facilitate the implementation of best practices in specific industry verticals where you have and will develop expertise
Partner with Solution Architects in pre-sales to support Advisory Sales and further increase the pipeline. Coordinate with other functional leaders across the business to develop and deliver multidisciplinary solutions and projects, and drive initiatives to improve the customer experience. Create collaborative relationships with all key business stakeholders to enable successful deployment and ongoing success of the program
Coordinate with other functional leaders across the business to develop and deliver multidisciplinary solutions and projects, and drive initiatives to improve the customer experience
Identify EX Advisory solutions needed by customers, and own the development, enablement, quality of delivery, and financial success of service offerings delivered by the team.
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
At least 10+ of XM design and delivery experience as either an in-house XM practitioner within a major industry vertical, or as a consultant who has worked across several industry verticals for a Consulting firm or another XM vendor
Advanced (Master’s or PhD) degree in a research or business-centric field, preferred
Must possess expertise in areas of XM Maturity Assessments, Program Design, Journey Mapping, Culture Activation, Action Planning and Insights Analysis
Proven ability to build and lead teams to concrete and measurable results
Self-starter capable of working concurrently across multiple projects in a fast-paced environment. Must have Executive Presence. Strong decision-making, problem-solving skills, writing and presentation skills.
Has a strong understanding of Customer Experience methodology and how that is evolving over time. Has strong analytical (qualitative and quantitative) skills and is able to report insights to executives in a formal presentation
Ability to work independently and with a team consisting of executives, project stakeholders and project team members. Willingness and ability to travel up to 25-30%
You will be working side-by-side with colleagues in markets where clients will bring different perspectives to employee experience - you will need to navigate cultural differences and adapt content as needed to drive impact
Advisory Services engages across the customer lifecycle - you will collaborate with Sales, Solutions scoping, technical delivery, and Customer Success as a team to deliver for our clients
We have frequent office events, team outings, and happy hours
We take pride in our office design aiming at fostering creativity
We believe in sharing Qualtrics' success which is part of the compensation for all employees
The Qualtrics Hybrid Work Model : Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. 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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