Enterprise Services Manager

4 weeks ago

Singapore Qualtrics Full time

At Qualtrics, we create software 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 18K clients globally. Building a category takes grit, determination, and a disdain for convention—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 aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, 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 6,000 people across the globe who think that’s work worth doing.

Enterprise Services Manager - SEA

Why We Have This Role

As an Enterprise Services Manager of a team of Technical Account Managers (TAMs) 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 in the APAC region, specifically SEA, Greater China, and India.

Working closely with our Regional Head of Enterprise Services 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) expanding Experience Management adoption; and (4) providing a world class customer experience to our enterprise customers.

How You’ll Find 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 an organization.

  • Excellent interpersonal skills and the ability to inspire and lead others.

  • Detail-orientation with an ability to prioritize and meet bold goals.

  • Experience recruiting and hiring exceptional candidates.

  • Experience communicating team’s value-add for recruiting and sales discussions.

How You’ll Grow

  • Demonstrated success of leadership will lead to strong team collaboration and allow you to make decisions that impact the overall success and growth of the organization.

  • Continue to develop your ability to understand customer needs, anticipate challenges, and provide effective solutions.

Things You’ll Do

  • Lead a team of 6-8 Technical Account 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.

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

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

  • Provide coaching and mentorship to guide career development for TAMs

  • 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.

  • 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

  • Degree from a top-tier university, ideally MBA-qualified or a proven track record of building and developing product or service offerings for Enterprises.

  • Prior people leadership experience, ideally 3+ years building, leading and managing teams of up to 8 direct reports within a matrixed organisation.

  • 8+ years of professional experience, with 3-5 years of direct customer-facing/ commercial experience (ie; customer success, consulting, implementations).

  • Demonstrated experience working within the SEA, Greater China and/or India markets would be a strong preference.

What You Should Know About This Team

  • This is a high performing team with a do-what-it-takes approach to problem solving

  • We believe that success comes through teamwork and collaboration, not through individual success. You win when the team wins.

Our Team’s Favorite Perks and Benefits

  • A comprehensive package consisting of base, bonus, and generous benefits.

  • Private health insurance - top of the range coverage.

  • Annual Experience Bonus - we want to facilitate some great experiences for our employees. Put this bonus towards an experience you’ve always wanted to have

  • Quarterly Wellness Stipend - reimburse your physical and mental wellbeing costs.

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.

Qualtrics 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.

Qualtrics Work Experience - As we look to the future, we believe that our teams are better together. Being together will help us learn more, grow faster and ultimately deliver better results for our customers and Qualtrics. Roles tied to an office location work 4 days per week in the office together and 1 day from home, with a strong spirit of flexibility around taking time for personal, health, and family moments in our work weeks. Our managers work with their teams to create a collaborative, engaged work environment, and arrangement that works for each of our team members.

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. No spam - we promise You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.

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