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Senior Technical Account Manager

Qualtrics

Qualtrics

IT, Sales & Business Development
Sydney, NSW, Australia
Posted on Thursday, June 6, 2024

At Qualtrics, we create software that 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 18,000 clients globally. Building a category takes grit, determination, and an appreciation for the unconventional—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 ambitious goals and move fast to achieve them. Strategic risks are encouraged, and complex problems are solved by collaborating and iterating until the best solution comes to light. You won’t have to look to find growth opportunities— 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.

Senior Technical Account Manager

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

  • Technical Account Managers (TAMs) are highly experienced Qualtrics platform experts who work together to provide white-glove support to some of our largest customers. In this role, you will help in executing technical revisions to meet the technical needs of clients in your Customer Unit, and to ensure optimal utilization and impact of programs. TAMs work in a post-sales capacity that directly contributes to the long-term success of our customers’ programs.

  • You should both be a tech-savvy professional who is able to explain technical information to a non-technical audience and someone who excels at nurturing client relationships.

How You’ll Grow

  • Enhance your software platform knowledge and technical troubleshooting skills.
  • Build your problem-solving, critical-thinking and client-facing skills.
  • Learn critical commercial skills and strategic account management.

Things You’ll Do

Thought Partnership & Cross-Functional Partnerships
  • Partner with XM Success Managers and work cross-functionally within Qualtrics to prioritize and advocate for software feature enhancements on their behalf
  • Collaborate within Customer Units and Qualtrics leadership on high-level client relationships and technology solutions
Technical Advising & Project Management
  • Become an expert at the company for our most strategic platform capabilities and understanding the customers’ platform needs
  • Help customers optimize their use of the Qualtrics platform and increase adoption of technical capabilities where possible
  • Build systems to facilitate program objectives and system effectiveness and measure reliability of services
  • Assist clients with executing regular maintenance activities (e.g., handling outages, assisting with root cause analysis, troubleshooting technical questions and issues)
  • Design and document functional and technical requirements and help scope projects by understanding timelines and associated levels of effort
Technology Support & Configurations
  • Seamlessly integrate new product features into existing programs
  • Proactively identify implementation process improvements, determine root causes and overcome roadblocks.
  • Drive adoption and expansion of key platform features by demoing and developing proof of concepts/pilots for key platform features while leveraging best practice.
  • Execute build and configuration services that align to client objectives and strategic goals

What We’re Looking For On Your Resume

  • Bachelor’s degree minimum.
  • 5+ years experience working in a technical, consulting, or client-facing role
  • Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment
  • Comfort in working both autonomously and collaboratively
  • Ability to articulate technical concepts to a non-technical audience
  • Familiarity with software and front-end development
  • Excellent verbal and written communication skills
  • Strong problem-solving skills

Our Team’s Favorite Perks and Benefits

  • A comprehensive package consisting of base, bonus, and generous benefits. Clear expectations for performance and progression pathways.
  • Private health insurance - top of the range coverage.
  • 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!
  • Quarterly Wellness Stipend - reimburse your physical and mental wellbeing costs.
  • Commuter allowance - we take care of your public transport expenses to the office!
  • Catered lunches in our North Sydney office - 5 days a week.
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.
Qualtrics Work Experience - As we look to the future, we believe that our teams are better together. Being together will help us learn more, grow faster and ultimately deliver better results for our customers and Qualtrics. Roles tied to an office location work 4 days per week in the office together and 1 day from home, with a strong spirit of flexibility around taking time for personal, health, and family moments in our work weeks. Our managers work with their teams to create a collaborative, engaged work environment, and arrangement that works for each of our team members.
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