Skillbridge - Enterprise Support Manager Internship

Qualtrics • Provo, UT

2d • Hybrid

About The Position

This job is for candidates who are currently on active military duty and exiting the military within the next 12 months. As an Enterprise Support Manager of a team of Enterprise Support Associates, you will combine a passion for developing and leading teams, solving complex business problems, and ensuring the 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. Working closely with our Global Head of Customer Support Operations 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) helping unlock the value of the product for customers when facing technical issues; and (4) providing a world-class customer experience.

Requirements

• Bachelor’s degree, or completion of Bachelor’s degree by military exit date
• Excellent verbal and written communication skills
• Passion for enabling others to achieve 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 a high-growth organization
• Excellent interpersonal skills and the ability to coach and influence others

Nice To Haves

• Strong problem-solving skills: Can navigate a fast-paced, ambiguous environment and find creative solutions to challenges.
• Excellent process and system comprehension: Adept at navigating complex workflows across people, systems and data with ease - tactically proficient and detail-oriented while simultaneously possessing the ability to zoom out for a 100-foot strategic overview.
• Excellent communication skills: Verbal and written - critical to managing stakeholder and team expectations, reporting, and developing internal partnerships.
• Leadership and mentoring abilities: Passionate about coaching and mentoring a high performing team.
• Results-oriented mindset: Driven by achieving success,takes action to celebrate success, remove barriers, and make choices to adjust focus areas as needed.
• Strategic thinking: Able to design and implement innovative, global, and scalable operational processes that increase efficiency and ensure a positive stakeholder experience.

Responsibilities

• Lead a team of Enterprise Support specialists to deliver high touch technical support and hands on break fix support.
• Provide coaching and mentorship to guide career development for their team
• Foster a culture of accountability, inclusion, and customer obsession
• 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.
• Partner closely with our XM Success team to own complex product support issues and enable that teams’ success
• Manage team capacity and resource allocation
• 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

Benefits

• In-office perks like catered lunch, snack bars, and the ability to bring your dog to work (in select offices)
• Relocation bonus for out of state applicants
• 30 paid days off: 15 PTO days + 5 Personal Days + 10 Holiday Closures (additional PTO with tenure)
• Qualtrics Experience Program - $1800 annually for an experience of your choosing (eligible after one year)
• Wellness Reimbursement Program - $1200 annually ($300/quarter) for wellness related activities

What This Job Offers

• Job Type: Full-time
• Career Level: Intern