Enterprise Services Manager - Managed XM

Full-time - Senior

Chicago, IL

5,001-10,000 employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

The Enterprise Services Manager at Qualtrics is responsible for leading a team of Technical Account Managers (TAMs) to deliver exceptional customer support and drive the adoption of Experience Management solutions. This role focuses on developing high-performing teams, solving complex business challenges, and enhancing the customer experience for enterprise clients. The manager will work closely with cross-functional leaders to ensure operational excellence and customer satisfaction.

Responsibilities

• Lead a team of Technical Account Managers (TAMs) to deliver high touch technical support and technology configuration services.
• 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 to shape the Product roadmap based on client needs.
• Communicate team impact and results to key partners and advocate for the team within Qualtrics and to external customers.
• Maintain expert knowledge of the Qualtrics XM Platform and drive improvements to product quality and customer experience.

Requirements

• 8+ years of professional experience
• 3-5 years of direct client management experience
• Prior leadership experience, including building and leading teams
• MBA or advanced degree from a top-tier university

Nice-to-haves

• Experience in customer relationship management
• Strong organizational skills
• Ability to inspire and lead others

Benefits

• Wellness reimbursement and Experience bonus
• Life and Health insurance
• Hybrid work model with in-office collaboration
• Frequent office events and team outings