Solution Manager, Customer Journey

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. As Solution Manager, Customer Journey (Individual Contributor), you will serve as the operational architect bridging product innovation with field reality. You'll partner directly with Product Management, Sales, Professional Services, Customer Success, and Operations to design the end-to-end business workflows that make new offerings sellable, deliverable, and supportable at enterprise scale. How You'll Find Success Operate as an architect of clarity: Cut through ambiguity to turn complex go-to-market concepts into concrete, repeatable execution plans. Lead through influence: Align cross-functional leaders across GTM and Product without direct reporting authority, driving shared accountability. Think in systems and lifecycles: Map customer handoffs across quote-to-cash, delivery, and renewal to eliminate operational friction points before they occur. Synthesize signal from noise: Distill qualitative field feedback and customer experiences into structured, data-backed insights that shape product roadmaps. Deliver with enterprise rigor: Balance strategic program architecture with hands-on asset creation, from SOW frameworks to scoping methodologies. Things You'll Do Accelerate time-to-market for new offerings: Own end-to-end GTM readiness programs, establishing clear launch gates and operational milestones so regional teams can sell and deliver seamlessly on Day 1. Eliminate post-sale friction: Map and implement customer journey workflows across provisioning, implementation, and support to reduce handoff risks and improve onboarding velocity. Equip the field for repeatable execution: Build practical field assets, including scoping guides, statement of work (SOW) templates, packaging matrices, and delivery playbooks in partnership with Enablement and Product Marketing. Direct product evolution using field evidence: Establish systematic feedback loops between delivery teams and Product Managers to prioritize features that drive sustained customer adoption and expansion. Standardize scalable frameworks: Turn single-product launch successes into reusable playbooks, operational standards, and governance models adopted across global teams. What We're Looking For On Your Resume Demonstrated track record leading go-to-market readiness, business operations, services strategy, or product operations within a multi-product enterprise SaaS environment. At least 8 years of experience designing end-to-end business workflows across the customer lifecycle (sales quoting, delivery handoffs, provisioning, and renewals). Proven capability managing complex cross-functional programs across distributed teams with clear risk mitigation and executive milestone tracking. Hands-on portfolio of field-enablement deliverables, such as implementation methodologies, scoping calculators, SOW templates, or delivery playbooks. Familiarity with enterprise go-to-market platforms (e.g., Salesforce, Gainsight, Highspot) and partner/SI delivery models. Job Data by YubHub .