Memorable experiences with Melissa, Principal Customer Success Consultant
I have always been drawn to the hospitality industry, where I began my career, because of its ability to create memorable experiences for people. I left the industry not because I didn't love it anymore, but because I wanted to use my skills to solve bigger, more complex problems. I realized after joining Qualtrics that the extraordinary pull I felt toward the company was rooted in my desire to bring the hospitality mindset to the masses in order to help organizations in every industry improve the experiences they provide to customers and employees.
What was the turning point where you knew you had to have the job at Qualtrics?
After I received my offer, I had the opportunity to spend a day with the Seattle Customer Success team. I felt so at home right away, I think I spent 80% of the time laughing. My cheeks hurt by the end of the day and I was sure these were people I would learn and grow with while having a great time.
What does your day look like?
Every day is different. Typically I'll engage in some combination of my regional team meeting, client calls, product training, and account planning. It all depends on what my customers are working on and what their needs are at the moment.
If you are not originally from Seattle, can you tell us your story of moving there?
I'm originally from Philadelphia but have been making my way west slowly over time. I chose the Seattle office because I love the outdoors and it has been a decision that's paid off big time. In the six months since I arrived, I've been able to hike, bike, ski, snowshoe, SUP, and boat, all within just a couple of hours’ drive from my house.
Any tips for someone who is considering a role at Qualtrics?
Be ready for a fast-paced environment. I know it's a cliche, but things move quickly around here. Processes are changing and roles are adjusting as we grow at a pace unlike any I've experienced in my previous professional environments. The good news is: you can influence that trajectory, but buckle up!
What's a favorite moment/memory of your time at Qualtrics so far? Or an impactful moment?
I signed my offer letter in December of 2019. In March, when COVID hit the US hard, and my classmates were getting calls from their future employers telling them that their start dates would be pushed back months, or for some, that they wouldn't be able to honor their employment agreements anymore, I got a call from my Qualtrics recruiter. I thought for sure that the message she had for me was going to be a grim one like those my classmates were receiving, but she had just called to see how I was doing. That was just one of many examples of how Qualtrics genuinely cares for its people and I'll never forget it.
What 3 words would you use to describe Qualtrics to someone?
Innovative, determined, spirited.
What's a myth about your type of job that you'd like to bust?
Customer success is often seen as a tech support function. There is a drive at Qualtrics to make it so much more than that. We are empowered to partner closely with our customers to improve their experience management programs, even when those improvements aren't driven by tech growth. When we do, those strong relationships yield fulfilling work and a ton of learning and growth.
|Melissa is an alumnus of the University of Pennsylvania (BA), Northwestern University Kellogg School of Management (MBA), and started her career at Kimpton Hotels & Restaurants (Hotel Palomar Philadelphia). Melissa's an amateur singer, with a particular love of a cappella. She sang in a cappella groups for 13 years and was a lead vocalist in a student band in business school.
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