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Usermind · 2 days ago

SENIOR MANAGER, CUSTOMER SUCCESS - PUBLIC SECTOR

Provo, UT

Part-time

Hybrid

Senior Level, Lead/Staff, Director/Executive

16+ years exp

Qualtrics is a leader in Experience Management software, serving over 18,000 clients globally. The Senior Manager, Customer Success - Public Sector will lead a team focused on delivering exceptional customer management and ensuring that public sector clients, including federal agencies and educational institutions, receive top-tier support throughout their lifecycle with Qualtrics products.

Business IntelligenceMarketing AutomationSaaSSales AutomationSoftware

Growth Opportunities

Responsibilities

Grow and lead a team of Leaders and Technical Customer Success Managers to deliver high-touch technical support and technology configuration services

Help to hire, onboard, train, and retain top talent

Provide coaching and mentorship to guide career development for Technical Customer Success Managers

Manage team capacity, forecasting, financial performance, and resource allocation

Drive XM in Public Sector business segments, 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 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

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

Qualification

Customer Success ManagementPublic Sector ExperienceTeam LeadershipAnalytical Problem-SolvingClient Relationship ManagementData UtilizationCoachingDetail OrientationEntrepreneurial SpiritMentoringCommunication Skills

Required

16+ years of professional experience in a combination of strategy, consulting, operations, product management, or an equivalent field

7+ years of people leadership and direct client management experience, including experience working with clients in Public Sector

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

Experience working with Federal agencies, state/local government, and/or educational institutions

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

Benefits

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