Manager, Customer Success - Public Sector

Qualtrics•Columbia, WA

14h•$175,500 - $230,000•Hybrid

About The Position

As a Customer Success Manager of a team of Technical Success Managers, you will combine a passion for developing and leading teams, solving complex business problems, leveraging our best-in-class experience management platform to drive business value and ensuring delivery of top-tier customer management. You will lead a team of individual contributors who service our Public Sector customers. From the initial onboarding to ongoing platform maturity, your team will assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for All-In individuals to join our team and have a huge impact on customer adoption, maturity, and retention.

Requirements

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 Public Sector 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.

Responsibilities

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 Public Sector 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 Public Sector 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.
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.