Nicholas Wachter, Ccxp, Xmp Email & Phone Number

Salt Lake City, Utah, United States

Provo, Ut And Seattle, Wa, Us

~ Implement and manage technical components of internal CX program on Qualtrics and XM Discover (Clarabridge), focusing on Customer Support Satisfaction, Relational NPS, and Inner Loop Issue Recovery journeys~ Collaborate with cross-functional teams to integrate CX data into daily operations~ Analyze customer data and develop dashboards for executive-level insight reporting

Provo, Ut And Seattle, Wa, Us

~ Drive adoption and expansion by demoing and developing proof of concepts/pilots for key platform features while leveraging best practices~ Conduct technical program reviews for customers and make recommendations on optimization opportunities, gaps, and how to scale~ Help generate pipeline by building reference cases with clear ROI, prove out feature feasibility and usage, and proactively identifying potential customers to scale key features~ Help Customer Success organization scale by conducting 1:many webinars / office hour sessions on key platform features, sharing best practices on designing scalable solutions and sharing common technical challenges and solutions

Provo, Ut And Seattle, Wa, Us

I worked with clients to ensure they were meeting their organizational objectives using the Qualtrics XM platform. My primary responsibilities within my book of business included: ~Managing the post-sale relationship for 100+ clients which includes driving adoption, Quarterly Business Reviews, strategic consulting, and ensuring license renewal~Identifying areas for growth within existing accounts~Conducting journey mapping sessions for clients to better understand their customer lifecycle through research at various touchpoints ~Consulting on best practices for program design among different industries and maturity levels, based on specific client use cases, industry standards, and an understanding of emerging technology

Provo, Ut And Seattle, Wa, Us

As a Product Specialist, I became an expert in the technical application of the Qualtrics' market research and Customer Experience (CX) offerings. My role primarily involved:~Serving as team lead for Vocalize (Customer Experience Dashboards), which included managing support volume, team staffing, and training on platform updates~Communicating with clients by phone and through email to help them design and set up research projects as well as analyze the data associated with those projects~Troubleshooting and escalating technical platform issues to the engineering teams as needed~Working with a variety of clients from both academic and corporate organizations including university professors, research analysts, and CMOs

B.S. Business Marketing, B.A. Psychology

International Business