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 5,000 people across the globe who think that's work worth doing.
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Head of Scale Account Services - Americas
Why We Have This Role
The mission of Account Services is to make it easier to do business with Qualtrics by providing a seamless customer experience and end-to-end ownership when customers have questions at critical touchpoints throughout their lifecycle (e.g., understand my usage, license, payment).
This is critical to Qualtrics achieving its next stage of growth. With sensitive customer questions resolved quickly and predictably, account teams and customers can focus on leveraging our platform to deliver business results.
How You'll Find Success
- Build a high-performing team that exceeds its quarterly goals, including hiring, onboarding, setting expectations and establishing a culture of customer obsession and performance
- Understand and address drivers of performance across customer metrics (CSAT and responsiveness) and productivity
- Identify 'best in class' external benchmarks to shape our future practices and direction
- Collaborate with the Digital Experience team in prioritizing the digital roadmap so customers can self-serve different types of ticket
- Shape the design of the new frontline Account Services role, including its KPIs, typical career trajectory, and hiring profiles
How You'll Grow
- Introduce new channels and new systems - shifting from email only into chat and phone and supporting the execution of a new case management system
- Work with the other Account Services Leaders in EMEA, Enterprise Account Services, Provisioning, and Renewal Management to jointly solve problems and ensure consistency for our customers
- Partner cross-functionally and work with execs to frontline to continually improve processes that cut across Sales, Customer Success, Finance, and Legal
Things You'll Do
- As 'Manager of Managers' you will have a Team Leader reporting to you as well as frontline Associates. You will split the Associates, jointly leading a team of 15-20 Associates
- Day to day leadership of the team including tracking and managing individual and team performance, career discussions, supporting customer escalations, running team meetings
- Analyze our ongoing demand so we can optimize our channel mix, reduce handoffs, drive improvement initiatives and ensure our team is sized and scoped appropriately
- Establish and refine targets and dashboards so performance is visible and actionable ongoing reporting of performance across customer, productivity, and quality metrics
What We're Looking For On Your Resume
- 10-12 years of experience in a B2B SaaS environment. This could include: Operations, Customer Service, Finance Operations, Customer Success or Sales/ revenue Operations
- At least 4-5 years of management, with a track record of building and scaling high-performing teams
- Evidence of commercial acumen that could include an MBA, experience in Sales or Customer Success, or a background in consulting
- Results-oriented and able to partner with cross-functional teams to achieve shared goals
- Continuous improvement and problem-solving mindset: Ability to mature a team, improve processes, prioritize value-added activities, and automate repetitive tasks
- Excellent communication and relationship-building skills, able to present confidently to executives and engage peers
- Excellent written and verbal English communication skills
- Bachelor's degree with proven academic excellence
What You Should Know About This Team
This is a new team at Qualtrics and is being scaled quickly. This role will lead the setup of this team and will include refining the long-term direction, designing KPIs, hiring the right team, creating a customer-obsessed culture, establishing training programs, implementing new systems, and fostering strong cross-functional relationships in the company.
We are the 'get it done' team. We have a wide range of responsibilities providing support to customers that will require collaborating with finance, marketing, sales, legal, and security to resolve.
We are looking for candidates with experience building customer-facing teams, ideally in a SaaS environment.
Our Team's Favorite Perks and Benefits
- Annual Experience Bonus
- Beautiful and energizing Mexico City office space with an open concept and snacks to fuel your work
- A comprehensive package consisting of competitive base salary, bonus, equity and benefits
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.
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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