At Qualtrics, we create software that 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 18,000 clients globally. Building a category takes grit, determination, and an appreciation for the unconventional—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 ambitious goals and move fast to achieve them. Strategic risks are encouraged, and complex problems are solved by collaborating and iterating until the best solution comes to light. You won’t have to look to find growth opportunities— 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.
Enterprise Support Manager
Why We Have This Role
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 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 to our enterprise customers.
How You’ll Find Success
- Strong problem-solving skills: Can navigate a fast-paced, ambiguous environment and find creative solutions to challenges that arise during the renewal process.
- 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 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, and 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.
How You’ll Grow
Leadership Development: As a Manager, there will be ample opportunities for the individual to further develop their leadership and mentoring abilities.Strategic Thinking and Process Improvement: You will have the chance to design and implement innovative, global, and scalable operational processes. You can take the initiative to identify areas for improvement, streamline processes, and optimize efficiency within the department.Cross-Functional Collaboration: You will have the opportunity to gain exposure to different areas of the business to broaden your understanding of the company's operations, enhance your communication and teamwork skills, and provide a holistic perspective that will be valuable for your career advancement.Things You’ll Do
- 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
- 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, forecasting, financial performance 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
What We’re Looking For On Your Resume
- 6+ years of professional experience
- 3-5 years of direct client management experience
- Excellent verbal and written communication skills
- Expert knowledge of the Qualtrics platform
- 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
What You Should Know About This Team
- Supportive environment with opportunities to work both autonomously and collaboratively
- Fun, inviting, and inclusive team made up of passionate, kind, and smart people who exemplify what it means to be Customer Obsessed
- Continuous Improvement guides our path forward
Our Team’s Favorite Perks and Benefits
- A comprehensive total rewards package consisting of base, incentives and generous benefits. We believe in sharing Qualtrics success which is part of the compensation for all employees.
- Private health insurance - top of the range coverage for medical and extras benefits.
- Wellness Reimbursement - JPY 34,000 per quarter for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
- JPY 185,000 Experience bonus to be used for an “Experience” of your choosing
- Experience Leave - additional 5 days a year to take for experiences!
- Commuter allowance - we take care of your public transport expenses to the office!
- Hybrid working environment - 3 days in office, 2 from home.
- Catered lunches in our Tokyo office. We also have a well-stocked kitchen full of snacks, drinks and other goodies.
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 ActQualtrics 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.Not finding a role that’s the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more.
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