TECHNICAL ACCOUNT MANAGER - CHICAGO

Qualtrics - Chicago, IL

Full-time - Entry Level

Hybrid - Chicago, IL

5,001-10,000 employees

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

About the position

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. The Technical Account Manager (TAM) role is crucial within the XM Success Team, which is at the heart of Qualtrics. This team assists customers throughout their lifecycle, from initial onboarding to ongoing adoption, helping them unlock the most value from our products and services. As trusted advisors, TAMs understand customer goals and recommend solutions to the challenges they face, playing a significant role in customer retention and expansion. TAMs are highly experienced platform experts who provide white-glove support to some of our largest customers. In this role, you will execute technical revisions to meet the technical needs of clients in your Customer Unit, ensuring optimal utilization and impact of programs. This position requires a tech-savvy professional who can explain technical information to a non-technical audience while nurturing client relationships. As a Technical Account Manager, you will enhance your software platform knowledge and technical troubleshooting skills, build your problem-solving and critical-thinking abilities, and learn critical commercial skills and strategic account management. You will partner with XM Success Managers and work cross-functionally within Qualtrics to prioritize and advocate for software feature enhancements, collaborate on high-level client relationships, and help customers optimize their use of the Qualtrics platform.

Responsibilities

• Partner with XM Success Managers and work cross-functionally within Qualtrics to prioritize and advocate for software feature enhancements.
• Collaborate within Customer Units and Qualtrics leadership on high-level client relationships and technology solutions.
• Become an expert at the company for our most strategic platform capabilities and understanding the customers' platform needs.
• Help customers optimize their use of the Qualtrics platform and increase adoption of technical capabilities where possible.
• Build systems to facilitate program objectives and system effectiveness and measure reliability of services.
• Assist clients with executing regular maintenance activities (e.g., handling outages, assisting with root cause analysis, troubleshooting technical questions and issues).
• Design and document functional and technical requirements and help scope projects by understanding timelines and associated levels of effort.
• Seamlessly integrate new product features into existing programs.
• Proactively identify implementation process improvements, determine root causes and overcome roadblocks.
• Drive adoption and expansion of key platform features by demoing and developing proof of concepts/pilots for key platform features while leveraging best practices.
• Execute build and configuration services that align to client objectives and strategic goals.

Requirements

• Bachelor's degree from a competitive university.
• 1-2 years experience working in a technical, consulting, or client-facing role.
• Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment.
• Comfort in working both autonomously and collaboratively.
• Ability to articulate technical concepts to a non-technical audience.
• Detail-oriented with an ability to prioritize and meet deadlines.
• Familiarity with software and front-end development.
• Excellent verbal and written communication skills.
• Strong problem-solving skills.

Benefits

• In-office perks like catered lunch, snack bars, and the ability to bring your dog to work (in select offices).
• Relocation bonus for out of state applicants.
• 30 paid days off: 15 PTO days + 5 Wellness Days + 10 Holiday Closures (additional PTO with tenure).
• Qualtrics Experience Program - $1800 annually for an experience of your choosing (eligible after one year).
• Wellness Reimbursement Program - $1200 annually ($300/quarter) for wellness related activities.