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