Associate Manager, Technical Customer Success

Associate Manager, Technical Customer Success

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. We are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit and determination, and a focus on serving our customers with close-knit, high-functioning teams.

When you join one of our teams, you'll be part of a nimble group that sets aggressive goals and moves fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution emerges. From retail to government to healthcare, we're on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that's work worth doing.

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 best-in-class experience management platform to drive business value and ensuring delivery of top-tier customer management. You will lead a team of individual contributors who service our Enterprise-tier customers. From 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 All-In individuals to join our team and have a huge impact on customer adoption, maturity, and retention.

How You'll Find Success

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 best-in-class experience management platform to drive business value and ensuring delivery of top-tier customer management. You will lead a team of individual contributors who service our Enterprise-tier customers. From 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 are looking for All-In individuals to join our team and have a huge impact on customer adoption, maturity, and retention.

Responsibilities

• Grow and lead a team of Technical Success Managers to deliver high-touch 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 fast-growing segments. Define and execute your team's 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 in-person meetings.
• Travel as needed to be onsite with customers and your team.
• You will work with cross-functional counterparts in Sales, Product Management, Engineering, and Professional Services to evolve and scale our global service offerings and mature our industry-leading 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 and customer experience.

How You'll Grow

• As a member of the Customer Success leadership team, you will guide and mature our Customer Success function specifically within the Regulated industry (eg. Govt, FSI, Education).
• You will help to build, define, and architect the experience management category, championing it as one of the fastest-growing segments in the experience economy.
• Your demonstrated success in leadership will strengthen team collaboration, empowering you to make impactful decisions that contribute to the organization's overall success and growth.
• By working cross functionally to scale our global service offerings and mature our industry-leading platform you will enhance your problem-solving skills and strategic thinking, aligning teams toward common goals and improving customer experiences and go-to-market strategies.
• You will build the ability to communicate team impact and results to key stakeholders across Qualtrics while gaining a comprehensive knowledge of the entire Qualtrics solution suite and their applications to different use cases.
• Grow the ability to comprehend and lead the team in addressing complex technical requirements, enhancing customer adoption and usage of products or services.

What You'll Do

• Grow and lead a team of Technical Success Managers to deliver high-touch 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 fast-growing segments. Define and execute your team's 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 in-person meetings.
• Travel as needed to be onsite with customers and your team.
• You will work with cross-functional counterparts in Sales, Product Management, Engineering, and Professional Services to evolve and scale our global service offerings and mature our industry-leading 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 and customer experience.

What We're Looking For On Your Resume

• Experience:
  • 5+ years of professional experience in a combination of strategy, consulting, operations, product management, or an equivalent field.
  • 2 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 high-performing team members, aimed at developing and accelerating their skills and career trajectories.
  • Client relationship management experience, including direct interaction with C-level/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:
  • Bachelor's or advanced degree with a concentration in computer science, technology or engineering.

What You Should Know About This Team

• This is a high performing team with a do-what-it-takes 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.

Our Team's Favorite Perks And Benefits

• A comprehensive total rewards package consisting of base, incentives and generous benefits. We believe in sharing Qualtrics success which is part of the compensation for all employees.
• Private health insurance - top of the range coverage for medical and extras benefits.
• 2,800 Annual Experience Bonus - we want to facilitate some great experiences for our employees. Put this bonus towards an experience you've always wanted to have
• Experience Leave - additional 5 days a year to take for experiences
• 425 Quarterly Wellness Stipend - we take care of your physical and mental wellbeing with a fantastic reimbursement program.
• Commuter allowance - we take care of your public transport expenses to the office
• Hybrid working environment - 3 days in office, 2 from home.
• Catered lunches in our North Sydney office. We also have a well-stocked kitchen full of snacks, drinks and other goodies.

The Qualtrics Hybrid Work Model

Our hybrid work model is simple: we gather in the office three days a week—Mondays and Thursdays, plus one day selected by your organizational leader. For the rest of the week, you can work where you want, while balancing work and life.

Equal Opportunity and Accommodation

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Applicants in the United States of America have rights under Federal Employment Laws: Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act.

Qualtrics is committed to the inclusion of all qualified individuals. Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Engineering and Information Technology
• Industries: Software Development

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