Associate Manager, Technical Customer Success

Associate Manager Technical Customer Success

Why We Have This Role

As a Customer Success Leader of a team of Technical Success Managers you will combine a passion for developing and leading teams solving complex business problems leveraging our bestinclass experience management platform to drive business value and ensuring delivery of toptier customer management. You will lead a team of individual contributors who service our Enterprisetier customers. From the initial onboarding to ongoing platform maturity your team will assist customers throughout their lifecycle helping them unlock the most value from our products and services. We understand their goals and as trusted advisors will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for AllIn individuals to join our team and have a huge impact on customer adoption maturity and retention.

How Youll Find Success

• Demonstrated ability to build and lead teams to concrete and measurable results.
• Excellent analytical/technical problemsolving skills with a history of driving impact within an organization.
• Being a great leader who empathizes with your team members and customers.
• Along with helping your customers you will help your direct reports be successful and grow in their roles.
• Detailorientation with an ability to juggle multiple priorities thrive in a fastpaced environment of continuous innovation and change and meet bold goals.
• You use your expertise to consult on best practices and refuse to give up until our clients succeed.
• Successfully identify recruit and hire exceptional candidates who align with our company values and contribute to our organizational goals.

How Youll Grow

• As a member of the Customer Success leadership team you will play a crucial role in guiding and maturing our Customer Success function specifically within the Regulated industry (ie. Govt FSI Education)
• You will help to build define and architect the experience management category championing it as one of the fastestgrowing segments in the experience economy.
• Your demonstrated success in leadership will strengthen team collaboration empowering you to make impactful decisions that contribute to the overall success and growth of the organization.
• By working cross functionally to scale our global service offerings and mature our industryleading platform you will enhance your problemsolving skills and strategic thinking empowering you to align teams toward common goals ultimately resulting in improved customer experiences and more effective gotomarket strategies.
• You will build a strong ability to communicate team impact and results to key stakeholders across Qualtrics while gaining a comprehensive knowledge of the entire suite of Qualtrics solutions and their application to different use cases.
• Grow ability to comprehend and lead the team in addressing complex technical requirements enhancing customer adoption and usage of products or services.

Things Youll Do

• Grow and lead a team of Technical Success Managers to deliver hightouch technical support and technology configuration services. This team drives program adoption and usage as well as technical thought partnership and strategy.
• Help to hire onboard train and retain top talent.
• Provide coaching and mentorship to guide career development for Technical Success Managers.
• Manage team capacity forecasting financial performance and resource allocation.
• Drive XM in the Regulated business segment focusing on renewing and growing our current customer base and assuming revenue responsibility for one of our fastgrowing segments. Define and execute your teams strategy for maturing and expanding the portfolio of regulated customer accounts.
• Build and manage relationships with senior executives at our customer organizations to drive program governance build customer advocacy and generate program success stories through both virtual and inperson meetings.
• Travel as needed to be onsite with customers and your team
• You will work with crossfunctional counterparts in Sales Product Management Engineering and Professional Services to evolve and scale our global service offerings and mature our industryleading platform. Together you will drive initiatives to improve the customer experience.
• Communicate team impact and results to key partners and act as an advocate for the team within Qualtrics and to external customers.
• Maintain expert knowledge of the Qualtrics XM Platform and other products and drive improvements to product quality/customer experience.

What Were Looking For on Your Resume:

• Experience:
• 8 years of professional experience in a combination of strategy consulting operations product management or an equivalent field.
• 35 years of people leadership and direct client management experience including experience working with clients in regulated industries.
• Proven track record of successfully building scalable business operations and delivering key business results.
• Leadership:
• Prior leadership experience including building and leading teams and managing successful teams.
• Passion for coaching and mentoring highperforming team members aimed at developing and accelerating their skills and career trajectories.
• Client relationship management experience including direct interaction with Clevel/Senior Director level stakeholders.
• Skills:
• Strong prioritization skills with the ability to drive multiple concurrent projects from beginning to end.
• Ability to utilize data and metrics to communicate strategy to internal stakeholders and external clients.
• Entrepreneurial spirit with a high tolerance for ambiguity and complexity.
• Ability to be efficient with limited resources and effectively communicate and present to Senior Management.
• Ability to have scale impact across the business and think holistically about industry dynamics and partnerships.
• Education:
• Bachelors or advanced degree with a concentration in science technology business or a related field.

What You Should Know About This Team

• This is a high performing team with a dowhatittakes approach to problem solving
• We believe that success comes through teamwork and collaboration not through individual success. You win when the team wins.
• Team of passionate kind and smart people who exemplify what it means to be a team

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays plus one day selected by your organizational leader. These purposeful inperson days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week work where you want owning the integration of work and life.