XM Success Manager, Scale

XM Success Manager, Scale

Why We Have This Role:

The XM 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 AMR Scale Team in XM Success to be located in Mexico supporting our Enterprise and Corporate customers. This individual will lead a team of Scale XM Success Managers to ensure our customers are lifetime Qualtrics champions. 

We are looking for a driven and resourceful leader to manage our team of Scale XM 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: 

You will know you are doing a great job when your team’s customers renew and expand their usage of Qualtrics. Team members can depend on you for guidance. You can train and mentor your team, provide direct and actionable feedback and are an excellent communicator. You care about the customer experience, are detail-oriented and love insight driven actions! You are resourceful in the face of challenges and refuse to give up until our clients succeed.

Metrics will include the AMR Scale, Corporate and Enterprise CUs Renewal Rate and Corporate and Enterprise CUs Growth targets. Also ensuring the team is hitting their weekly activity metrics. 

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 XM 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.

Things You'll Do:

• Grow and lead a diverse and high performing team of world-class Scale Consultants based in Mexico city
• 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:

• 5 years minimum experience in Customer Success or Strategy role
• 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: 

The Customer 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!

Our Team’s Favorite Perks and Benefits

• Workspaces: We have quiet spaces to take a call or for deep thinking, and other spaces dedicated to collaboration.
• Commuter Benefits: We offer a generous monthly allowance to be used for transportation and to help you commute to the office.
• Wellness Reimbursement: This can be put toward wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.

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 in-person 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.

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.

​​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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