Full-Time
Enterprise Support Manager
Posted on 7/23/2024
Qualtrics
5,001-10,000 employees
Experience management software for businesses
Senior, Expert
Provo, UT, USA
- 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
- 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
Qualtrics provides Experience Management (XM) software that helps organizations enhance the experiences of their customers and employees. The XM platform uses artificial intelligence to collect and analyze data from various sources, allowing businesses to make informed decisions. Qualtrics offers three main suites of tools focused on customer feedback, employee engagement, and product performance, which help organizations improve these areas continuously. This approach can lead to increased market share and brand loyalty. The company operates on a subscription-based model, providing clients with access to its platform and additional professional services like consulting and training. Qualtrics stands out in the market due to its AI-driven insights and focus on ongoing improvement, making it a valuable partner for organizations aiming to grow and enhance their brand.
Company Stage
Series C
Total Funding
$595.2M
Headquarters
Provo, Utah
Founded
2002
6 month growth
↑ 0%1 year growth
↓ -9%2 year growth
↓ -9%
Simplify's Take
What believers are saying
- Recognition as a leader in Journey Orchestration by Forrester validates Qualtrics' vision and strengthens its market position.
- Strategic partnerships, such as with Flight Centre and Lakeside Software, demonstrate Qualtrics' influence and capability in enhancing customer and employee experiences.
- The appointment of experienced leaders like Lynn Girotto as CMO indicates a strong focus on brand growth and market expansion.
What critics are saying
- The competitive landscape in Experience Management is intense, with numerous players vying for market share, which could impact Qualtrics' growth.
- Relying heavily on AI-driven insights may pose challenges if the technology fails to meet evolving customer expectations.
What makes Qualtrics unique
- Qualtrics' AI-driven XM platform offers a comprehensive suite of tools for customer feedback, employee engagement, and product performance, setting it apart from competitors who may focus on only one of these areas.
- The company's strong focus on continuous improvement and actionable insights through AI analytics provides a significant competitive edge in the Experience Management market.
- Qualtrics' subscription-based model ensures a stable revenue stream, allowing for consistent platform enhancements and superior customer support.
Benefits
Work hard/play hard - For every bit of hard work we put in, we have twice the fun. Whether that means taking a break in a massage chair or hitting the slopes after work, Qualtrics makes sure that employees take time to recharge and live it up. Everyone receives $1500 annually to spend on a ‘bucket list’ adventure.
Upward mobility - Because we’re a hyper-growth company, getting promoted and taking on more opportunity is always an option. We hire individuals who have what it takes to quickly step into the next role and take on opportunities beyond their core job description.
Office perks - We believe in a workspace that allows you to take a breather and pepper fun throughout your day. Grab a beer in the Dublin office pub, enjoy Seattle’s rooftop patio overlooking the Puget Sound, or raid one of the many kitchens around Provo’s office.
Global - Qualtrics employees are plugged into a network of experienced professionals around the globe. With weekly company-wide video meetings and our own internal social network, employees get global experience and stay up-to-date on what’s happening across the organization.
Total rewards - The term “benefits” doesn’t really do our employee rewards program justice. We provide medical, dental, and vision insurance, 20+ days of annual leave, generous retirement fund contributions, quarterly bonuses, and tons of career mobility.
High bar - We don’t hire cutthroat individuals who only care about themselves. We’re looking for top performers with a wide array of professional and personal experience. Our employees are driven, intelligent, diverse and interesting people who work well in teams and know how to have fun.