Principal Technical Customer Manager - Locations (Restaurant, Retail, Travel, and Hospitality)

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.

Principal Technical Customer Manager - Locations (Restaurant, Retail, Travel, and Hospitality)

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

• Master advanced technical implementation: You will develop deep, hands-on expertise in the Qualtrics platform, evolving into a trusted technology advisor who leads medium and large-scale enterprise software implementations.
• Elevate your executive influence and consulting skills: You will build strong relationships with senior customer program owners and decision-makers, honing your ability to shape strategic feedback programs and guide large, complex organizations through business transformations.
• Develop commercial and portfolio leadership: By proactively monitoring account health and defining expansion strategies, you will move beyond standard project execution to directly drive portfolio performance, value realization, and account growth.
• Expand your cross-functional and industry footprint: You will act as the critical bridge collaborating internally with project managers, engineering, account executive and product teams, while deepening your specialized knowledge of significant industry shifts taking place in experience management.

Things You'll Do

• Portfolio Leadership: Own the success of a portfolio of customer accounts, serving as the primary technology advisor throughout the customer lifecycle
• Portfolio Performance: Monitor portfolio performance using customer health, adoption, maturity and value realisation to proactively manage risk and identify growth opportunities
• Account Growth & Maturity: Define strategy to expand program adoption and maturity across our customer accounts, driving Net ARR and portfolio performance
• Strategic Project Management: Partner with customers to provide expertise leading to the alignment of project goals and timely execution
• Risk & Quality Management: Plan, monitor, and mitigate project risks while developing quality management plans aligned with business requirements
• Cross-functional Collaboration: Collaborate with internal teams to support your customer’s experience and maintain account health

What We're Looking For On Your Resume

The ideal candidate combines technical expertise, consulting skills and a passion for helping customers transform their business through technology. 

• 3+ years of experience: Successfully working with large, complex organisations to execute and advise on customer facing programs that deliver sustainable business outcomes 
• Technical Aptitude: High interest in learning the Qualtrics platform and new technologies and deployment of technical expertise with customers at scale
• Consulting & Program Management: Proven ability to plan and execute multiple concurrent projects on time and budget, with a blend of consulting and internal-customer experience.  Collaborating with project managers, consultants, architects and product teams to support delivery of specific outcomes
• Customer Engagement: Ability to lead workshops, knowledge transfer sessions, utilise data and metrics to communicate understanding and produce high quality customer facing documentation 
• Stakeholder Influence: Ability to build relationships with senior customer program owners and decision makers
• Industry Experience: Good understanding of significant industry shifts taking place in experience management in one or more specific industries.  
• Entrepreneurial spirit: High tolerance for ambiguity and complexity. Ability to be efficient with limited resources, to understand business needs and to communicate and present to Senior Management effectively.
• Education: Bachelor’s degree in science, technology, engineering, or business-related field.
• Willingness to Travel: Able to travel up to 25% to engage with clients and teams.

What You Should Know About This Team

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 utilisation 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 realisation
  • 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 activities in accordance with global standard practices, ensuring rigorous account and project tracking and proactive risk and issue management
  • Ensure all project and account documentation and artefacts are developed, maintained  
  • Stay current with product and strategic customer journey enhancements 

Key Success Measures

For customer accounts within your portfolio over a 12 month period:

Customer Value

• • Net ARR 
  • Customer adoption and maturity of customer account
  • Customer satisfaction and advocacy

Successful Execution

• • Billable Utilization attainment
  • Time to Value for customers following delivery of new capabilities (measured by level of consumption 60 days following go-live milestone)
  • Time to Deliver new capabilities for customers in your portfolio
  • Rigorous scope management measured by level of Variance on Completion (VAC) of specific project deliverables

Our Team’s Favorite Perks and Benefits

• Comprehensive Health & Wellness: Robust medical, dental, and vision insurance packages for you and your dependents.
• Professional Growth & Mentorship: Structured onboarding, product training, and clear pathways for career advancement. 
• Paid Time Off & Holidays: Generous paid vacation, sick leave, and paid company holidays.
• 401(k) Retirement Plan: Competitive matching company contributions to help secure your financial future.