Description
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 5,000 people across the globe who think that's work worth doing.
Manager, Customer Success (Scale/Low Touch)
Why We Have This Role:
The Customer Success Team is at the heart of Qualtrics. We consult with our customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their business goals and challenges and we provide them with best practice insight and solutions. Qualtrics is seeking a Manager for the APJ Scale Team in Customer Success located in Sydney supporting our Enterprise and Corporate customers. We are looking for a driven and resourceful leader to manage our team of Technical Success Managers and have a huge impact on customer retention and expansion. We have impressive members on the team, and are always looking for more amazing talent.
How You'll Find Success:
- Demonstrated ability to build and lead teams to concrete and measurable results when it comes to renewals and and expanding customers' usage of Qualtrics.
- Excellent analytical/technical problem-solving skills with a history of driving impact within an organization.
- Being a great leader who can mentor your team, provide direct and actionable feedback and 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.
- Detail-orientation and resourceful with an ability to juggle multiple priorities, thrive in a fast-paced 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 You'll Grow:
- You will have the opportunity to develop and refine your leadership skills managing a high performing global team.
- You will collaborate closely with other leaders in Scale, Digital and Customer Success.
- You will also have the chance to enhance your skills in customer relationship management, data analysis, and strategic planning.
- Partnering with our sales, marketing, and product teams, gaining exposure to different aspects of the business and expanding your knowledge of customer success strategies.
- We are committed to investing in the growth and development of our employees through continuous learning and professional development opportunities.
- Maintain expert knowledge of the Qualtrics XM Platform and other products and drive improvements to product quality/customer experience.
Things You'll Do:
- Grow and lead a diverse and high performing team of world-class Scale Technical Success Managers based in Sydney
- Train, coach, and mentor your team members into top-flight consultants, who partner with our customers in frontline and XM Strategy roles
- Assume revenue responsibility for one of our fast growing regions/segments with specific accountability for achieving quarterly renewal and expansion targets
- Execute the global Scale operating model
- Ensure frontline activation is set to a high standard
- As a member of the Scale leadership team, help to guide and mature our Scale function
- Work with cross-functional counterparts in Sales, Marketing, Global Ops 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 globally across Qualtrics
What We're Looking for on Your Resume:
- 10 years minimum experience in Customer Success or Strategy role (including at least 2 years people management experience)
- Previous experience managing teams across the APJ region would be advantageous
- Track record of owning and delivering targets at scale
- Passion for coaching and mentoring high-performing team members
- Proven track record of successfully bringing value to customers 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
- Entrepreneurial spirit with a high tolerance for ambiguity and complexity.
- Ability to be efficient with limited resources, to understand business needs and to communicate and present to Senior Management effectively
- Willingness to work out of hours to attend global meetings when required
What You Should Know about this Team:
- 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!
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.
- $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.
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. As part of this commitment, 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.
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