Engagement Manager - Washington, United States - Qualtrics

Description

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 6,000 people across the globe who think that's work worth doing.

Engagement Manager - Voice

Why We Have This Role

XM Discover provides a deep understanding of customers and employees by evaluating the actual words they use. The industry's leading AI-powered speech and text analytics engine analyzes all feedback and conversations at scale to reveal topics, perception of effort, emotion, empathy, sentiment, reasons for actions, intent, and more. Insights from XM Discover are used to build a more holistic experience management (XM) strategy and stronger relationships with employees and customers as a result. Part of this team works in voice-to-text (automated transcription) integrations, which require a special level of attention.

How You'll Find Success

You will know you are doing a great job when you:

• Successfully implement projects focused on voice-to-text technology, driving them from inception to production go-live
• Deliver solutions of value to our customers, ultimately resulting in high renewal and expansion rates
• Build strong, lasting relationships with clients and are a creative and analytical problem-solver
• Exhibit the ability to effectively juggle multiple priorities
• Demonstrate outstanding interpersonal, collaboration, and communication skills
• Most importantly, you care deeply about our clients and providing them with a world-class experience

How You'll Grow

You will be joining a fast-growing, highly-motivated team with a targeted area of focus (voice-to-text solutions) but one that has a considerable impact on the business and many opportunities to evolve, such as the following:

• Hands-on experience with emerging technologies, including Automated Speech Recognition (ASR) and a spectrum of Cloud-based solutions
• Exposure to the latest thought leadership in the XM industry
• Opportunities to own and drive initiatives and strategic projects, such as the adoption of new product features
• Opportunities to demonstrate leadership, mentoring, and knowledge sharing across the organization
• Avenues to pursue continuous learning and acquisition of new skills in technology, management, and personal growth

Things You'll Do

• Rapidly become an expert on the Qualtrics Experience Management (XM) Platform and the Qualtrics voice-to-text solution.
• Take ownership of and oversee a portfolio of accounts.
• Lead implementation projects to completion, including management of client relationships, schedules, risks, issues, and resources.
• Coordinate and collaborate with the Engagement Manager and other members of the internal account team.
• Understand the client's key use cases and determine how they influence the technical requirements.
• Design the technical solution based around delivery of audio files from the contact center, processing them through the transcription engine, refining the metadata and transcript output, and loading the data into the Qualtrics XM Platform for analysis.
• Collaborate with engineering teams to build, test, and deploy the solution into production.
• Contribute to the team's body of knowledge, including lessons learned, best practices, and guidance materials.
• Collaborate with Product Management, Engineering, Services, and Operations teams to address implementation issues and resolve problems.
• Continuously adapt and deepen your product knowledge while staying updated on emerging technologies.

What We're Looking For On Your Resume

• 5-7 years of experience at a SaaS/Technology Company/ Contact Center
• Bachelor's degree or greater
• Expertise with project management and delivery of technical solutions that drive business value
• Experience in a customer-facing consultative role
• Fluency in the language of technology, though coding, engineering, or voice-to-text experience is not required
• Excellence in written and verbal communication, problem-solving, and working in a rapidly changing environment
• Want to work at a fast-growing tech company
• Fluency in English

What You Should Know About This Team

• We are part of one of the most dynamic growth areas in the company.
• Strong project management and organizational skills are truly essential for success.
• While experience with voice-to-text technology is not a prerequisite, it is a fascinating technology and a maturing part of the AI revolution.
• We are a fun team – trivia masters, gardeners, artists, world travelers, brewers, readers, pet owners, mushroom farmers, kayakers, pizza makers, painters, golfers, LEGO creators, woodworking enthusiasts, campers, car enthusiasts, and much more

Our Team's Favorite Perks and Benefits

• Qualtrics pays 100% of the healthcare benefit premiums for employees and their dependents.
• Full time employees receive an annual experience bonus after their first year of employment. Qualtrics Experience Bonus is a program designed to provide experiences to our employees they might not otherwise have.

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. For the rest of the week, work where you want, owning the integration of work and life.

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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