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Associate Manager, Enterprise Services - Australia

Qualtrics

Qualtrics

Sydney, NSW, Australia
Posted on Tuesday, July 9, 2024

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 microphone 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.

Associate Manager, Enterprise Services - Australia

Why We Have This Role

As an Enterprise Services Manager of a team of Technical Account Managers (TAMs) you will combine a passion for developing and leading teams, solving complex business problems and ensuring delivery of top tier customer support. You’ll also drive customer obsession by helping our clients unlock the most value from our products and services in the ANZ region.

Working closely with our Regional Head of Enterprise Services and other cross functional leaders, you will help establish a strong network that enhances the customer experience for our largest enterprise clients. You should have a strong interest in (1) building high performing teams; (2) driving operational best practices; (3) expanding Experience Management adoption; and (4) providing a world class customer experience to our enterprise customers.

How You’ll Find Success

  • Demonstrated ability to build and lead teams to concrete and measurable results.
  • Excellent analytical/problem-solving skills with a history of driving impact within an organisation.
  • Excellent interpersonal skills and the ability to inspire and lead others.
  • Detail-orientation with an ability to prioritise and meet bold goals.
  • Experience recruiting and hiring exceptional candidates.
  • Experience communicating team’s value-add for recruiting and sales discussions.

How You’ll Grow

  • Demonstrated success of leadership will lead to strong team collaboration and allow you to make decisions that impact the overall success and growth of the organisation.
  • Continue to develop your ability to understand customer needs, anticipate challenges, and provide effective solutions.

Things You’ll Do

  • Lead a team of 7-8 Technical Account 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.
  • Manage team capacity, forecasting, financial performance and resource allocation
  • Help hire, onboard, train, and retain top talent
  • Provide coaching and mentorship to guide career development for TAMs
  • Work closely with cross-functional counterparts to identify and drive initiatives to improve the customer experience.
  • Collaborate with the Product team, bringing unique insights on real-world client needs to shape Product roadmap.
  • Communicate team impact and results to key partners and act as an advocate for the team within Qualtrics and to external customers.
  • Maintain an expert knowledge of the Qualtrics XM Platform and other products and drive improvements to product quality/customer experience.

What We’re Looking For On Your Resume

  • Degree from a top-tier university, ideally MBA-qualified or a proven track record of building and developing product or service offerings for Enterprises.
  • Prior people leadership experience, ideally 2+ years building, leading and managing teams of up to 6 direct reports within a matrixed organisation.
  • 8+ years of professional experience, with 3-5 years of direct customer-facing/ commercial experience (ie; customer success, consulting, implementations).
  • Demonstrated experience working with customers in Australia-New Zealand would be a strong preference.

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.

Our Team’s Favorite Perks and Benefits

  • A comprehensive package consisting of base, bonus, and generous benefits.
  • 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!
  • Quarterly Wellness Stipend - reimburse your physical and mental wellbeing costs.

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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