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 mic 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.
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Partner Success Manager
The Qualtrics Partner Ecosystem is essential to our continued growth and success. Our Partners play a key role in scaling our go-to-market strategy and enabling the success of our customers on the Qualtrics XM Platform.
The Partner Success function is at the heart of our ecosystem strategy and is pivotal to the growth of our partners and our customers. Partner Success Managers (PSMs) ensure our customers have the same experience from our partners as they would expect from the Qualtrics XM Services organisation. Since we are the world's pre-eminent experience management company, customers expect a great experience when interacting with Qualtrics and our partners.
Why We Have This Role
Partner Success Managers are primarily responsible for the development and delivery of technical capability, as well as driving continued customer success via account management within partner organisations. They help partners develop and pursue technical enablement, provide quality reviews during initial deliveries, continually evaluate partner performance across a portfolio of partner-delivered and ongoing success customer programs, recommend and monitor changes to improve partner success, and address and resolve escalations related to partner delivery of implementation and managed services. They facilitate the ongoing governance of the overall partner portfolio and will collaborate with cross-functional business partners within and outside the Qualtrics Ecosystem organisation (e.g. Partner Ecosystem Managers, GTM Enablement, as well as Product, Engineering, Sales, Professional Services, and XM Success leaders, for example) to optimise partner delivery and drive ongoing customer success.
How You'll Find Success
You will know you are doing a great job when you:
- Define partner strategy for account management, implementation services, product usage and program support.
- Act as the partner's main delivery point of contact in a post-sale environment, including but not limited to:
- Scoping of services
- Development and delivery of practice capability
- Support with technical issues
- Account strategy and execution
- Ensure flawless execution of Partner Success workshops, quality gate stage reviews, etc.
- Support renewals and upsell processes
- Guide partners in building/expanding their cloud delivery organisation and delivery centre of excellence
- Build excellent and trusting relationships with our partner ecosystem and with internal stakeholders across sales, delivery, support and product to ensure the best possible outcomes for our partners and customers
How You'll Grow
- Gain insight into partner-led implementations to drive customer success and product adoption
- Drive structured engagement to accelerate partner investments in capacity & quality
Things You'll Do
- Host relevant training sessions and enablement activities with partners proactively and based on identified competency gaps to drive delivery quality
- Analyse quality-impacting issues, manage customer feedback and build a plan of action to drive improvement
- Contribute to and influence the prioritisation of key quality and process improvement projects
What We're Looking For On Your Resume
- Experience managing professional services delivery partners within a SaaS environment either for a product company or consultancy
- 3-6 years experience in tech consultancy or professional services
- A deep understanding of software implementations, ideally in a SaaS environment
- Strong program management skills with the ability to plan project tasks/events and execute on these on time and on budget, with quality at the forefront of everything you do
- Ability to multitask and manage multiple moving parts, while actively prioritizing activities and deliverables
- Ability to discuss technical concepts/solutions and adapt them to solve business challenges
- Self-aware, considerate, empathic, and able to manage emotions in times of stress
What You Should Know About This Team
We are proud of the community that has developed at Qualtrics. Every day it becomes more robust and, along the way, it matures and develops us into a better team through education, focus, advocacy, and fun. It is a solidifying piece of the #OneTeam mentality that we operate with.
The Q-mmunity is essentially a mix of the Q Groups, our Corporate Social Responsibility groups, and other social groups. These groups include but are not limited to MosaiQ, Q Pride, Q&Able, QSalute, and Women's Leadership Development (WLD). Take a deeper look at our Q-mmunity here.
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.
- Q Mentor Program: Looking to grow in your career? Get matched with a mentor inside Qualtrics to get meaningful coaching from someone outside your team
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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