Head of Managed Services

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. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers. 

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.

 

Head of Managed Services

 

Why We Have This Role

The XM Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we 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 scrappy individuals to join our team and have a huge impact on customer retention and expansion. We have impressive members on this team, and are always looking for more amazing talent!

How You’ll Find Success

You will know you are doing an extraordinary job when your customers renew and expand their usage of Qualtrics. You have excellent organizational skills to juggle multiple priorities and are a great leader who empathizes with your team members and customers. You are inventive in the face of challenges. Along with helping your customers, you will help your direct reports be successful and grow in their roles. You use your expertise to consult on best practices, and refuse to give up until our clients succeed.

How You’ll Grow

• As a member of the XM Success leadership team, help to guide and mature our XM Success function, specifically within the Enterprise space. Help to build, define, and architect the experience management category, and champion it to the world as one of the fastest growing segments in the experience economy.
• Work with cross-functional counterparts in Sales, Product Management, Engineering and Professional Services to evolve and scale our global service offerings, mature our industry-leading platform, fine-tune our go-to-market motion and improve the overall customer experience.
• Communicate team impact and results to key stakeholders across Qualtrics.
• Develop a strong knowledge of the entire suite of Qualtrics solutions and their application to Enterprise use cases.

Things You’ll Do

• Grow and lead a diverse, high performing, and quickly-growing team of world-class XM Success Consultants
• Drive XM Success in the Enterprise Business Segment focused on renewing and growing our current customer base, assuming revenue responsibility for one of our fast growing segments. Define and execute your team’s strategy for maturing and expanding the portfolio of Federal public sector 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. Be a thought leader and customer advocate with partners to elevate the adoption of experience management (XM) within the Enterprise space.

What We’re Looking For On Your Resume

• 8+ years experience in a combination of strategy, consulting, operations, product management, or an equivalent field.
• Experience working with clients in the Corporate Enterprise space is a must.
• Past experience in leading successful teams.
• Client relationship management experience, including having worked directly with C-level/Senior Director+ level stakeholders
• Passion for coaching and mentoring high-performing team members, aimed at developing and accelerating the skills and career trajectory of your team members.
• Proven track record of successfully building scalable business operations and delivering key business results. 
• 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