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Enterprise Services Manager
2 weeks ago
**About The 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.
**Responsibilities**
- 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.
**Qualifications**
- 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.
