Hybrid Manager, Customer Success - Financial Services en Qualtrics
Qualtrics · New YorkCity, New York, US, Estados Unidos De América · Hybrid
- Professional
- Oficina en New YorkCity, New York, US
- Demonstrated ability to build and lead teams to concrete and measurable results.
- Excellent analytical/technical problem-solving skills with a history of driving impact within an organization.
- Being a great leader who 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 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.
- As a member of the Customer Success leadership team, you will play a crucial role in guiding and maturing our Customer Success function specifically within the Financial Services Industry
- You will help to build, define, and architect the experience management category, championing it as one of the fastest-growing segments in the experience economy.
- Your demonstrated success in leadership will strengthen team collaboration, empowering you to make impactful decisions that contribute to the overall success and growth of the organization.
- By working cross functionally to scale our global service offerings and mature our industry-leading platform you will enhance your problem-solving skills and strategic thinking, empowering you to align teams toward common goals, ultimately resulting in improved customer experiences and more effective go-to-market strategies.
- You will build a strong ability to communicate team impact and results to key stakeholders across Qualtrics while gaining a comprehensive knowledge of the entire suite of Qualtrics solutions and their application to different Enterprise use cases.
- Grow ability to comprehend and lead the team in addressing complex technical requirements, enhancing customer adoption and usage of products or services.
- Help customers set a vision for their program with clear objectives, KPIs and success plan
- Grow and lead a team of Technical Success 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.
- Help to hire, onboard, train, and retain top talent.
- Provide coaching and mentorship to guide career development for Technical Success Managers.
- Manage team capacity, forecasting, financial performance, and resource allocation.
- Drive XM in the Enterprise business segment, focusing on renewing and growing our current customer base and assuming revenue responsibility for one of our fast-growing segments. Define and execute your team’s strategy for maturing and expanding the portfolio of Financial Services Industry 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 through both virtual and in-person meetings.
- Travel as needed to be onsite with customers and your team
- You will work with cross-functional counterparts in Sales, Product Management, Engineering, and Professional Services to evolve and scale our global service offerings and mature our industry-leading platform. Together, you will drive initiatives to improve the customer experience.
- Communicate team impact and results to key partners and act as an advocate for the team within Qualtrics and to external customers.
- Maintain expert knowledge of the Qualtrics XM Platform and other products and drive improvements to product quality/customer experience.
- 8+ years of professional experience in a combination of strategy, consulting, operations, product management, or an equivalent field.
- 3-5 years of people leadership and direct client management experience, including experience working with clients in the Goods & Services space.
- Proven track record of successfully building scalable business operations and delivering key business results.
- Prior leadership experience, including building and leading teams and managing successful teams.
- Passion for coaching and mentoring high-performing team members, aimed at developing and accelerating their skills and career trajectories.
- Client relationship management experience, including direct interaction with C-level/Senior Director+ level stakeholders.
- 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.
- Entrepreneurial spirit with a high tolerance for ambiguity and complexity.
- Ability to be efficient with limited resources and effectively communicate and present to Senior Management.
- Ability to have scale impact across the business and think holistically about industry dynamics and partnerships.
- Bachelor’s or advanced degree with a concentration in science, technology, business, or a related field.
- 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.
- Team of passionate, kind, and smart people who exemplify what it means to be a team
- Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
- Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
- 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
- On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices
For full-time positions, this pay range is for base per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer, in addition to a range of medical, financial, and other benefits, based on eligibility criteria.