TECHNICAL ACCOUNT MANAGER - RESTON

Qualtrics - Reston, VA

Full-time - Entry Level

Hybrid - Reston, VA

5,001-10,000 employees

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

About the position

As a Technical Account Manager (TAM) at Qualtrics, you will play a pivotal role in the XM Success Team, which is essential to our mission of delivering exceptional customer experiences. This position is designed for individuals who are not only tech-savvy but also possess the ability to foster strong client relationships. You will be responsible for providing white-glove support to some of our largest customers, ensuring they derive maximum value from our products and services. Your role will involve executing technical revisions tailored to meet the specific needs of clients within your Customer Unit, thereby enhancing the utilization and impact of their programs. In this post-sales capacity, you will directly contribute to the long-term success of our customers' initiatives. Your responsibilities will include partnering with XM Success Managers and collaborating cross-functionally within Qualtrics to advocate for necessary software feature enhancements. You will also become an expert in our strategic platform capabilities, helping customers optimize their use of the Qualtrics platform and increase adoption of technical capabilities. This role requires a blend of technical advising, project management, and technology support, where you will assist clients with regular maintenance activities, troubleshoot technical issues, and design functional and technical requirements for various projects. The ideal candidate will thrive in a supportive environment that encourages both autonomy and collaboration. You will be part of a team that values passion, kindness, and intelligence, working together to solve complex problems and drive customer retention and expansion. As you grow in this role, you will enhance your software platform knowledge, technical troubleshooting skills, and critical commercial skills, all while building strong relationships with clients and internal teams.

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.