Senior Customer Success Leader - HCLS Job Listing at Qualtrics in Chicago, IL (Job ID 6576919)

Description

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 mic 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 5,000 people across the globe who think that's work worth doing.

Senior Customer Success Leader

Why We Have This Role

As a Customer Success Leader of a team of Technical Success Managers you will combine a passion for developing and leading teams, solving complex business problems, leveraging our best-in-class experience management platform to drive business value and ensuring delivery of top-tier customer management. You will lead a team of individual contributors who service our Enterprise-tier customers. From the initial onboarding to ongoing platform maturity, your team will assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for All-In individuals to join our team and have a huge impact on customer adoption, maturity, and retention. 

 

How You'll Find Success

• Demonstrated ability to build and lead teams to concrete and measurable results.
• Excellent analytical/technical problem-solving skills with a history of driving impact within an organization.
• Being a great leader who empathizes with your team members and customers. 
• Along with helping your customers, you will help your direct reports be successful and grow in their roles. 
• Detail-orientation with an ability to juggle multiple priorities, thrive in a fast-paced environment of continuous innovation and change, and meet bold goals.
• You use your expertise to consult on best practices, and refuse to give up until our clients succeed.
• Successfully identify, recruit, and hire exceptional candidates who align with our company values and contribute to our organizational goals.

 

How You'll Grow

• As a member of the Customer Success leadership team, you will play a crucial role in guiding and maturing our Customer Success function specifically within the Healthcare space. 
• You will help to build, define, and architect the experience management category, championing it as one of the fastest-growing segments in the experience economy.
• Your demonstrated success in leadership will strengthen team collaboration, empowering you to make impactful decisions that contribute to the overall success and growth of the organization.
• By working cross functionally to scale our global service offerings and mature our industry-leading platform you will enhance your problem-solving skills and strategic thinking, empowering you to align teams toward common goals, ultimately resulting in improved customer experiences and more effective go-to-market strategies.
• You will build a strong ability to communicate team impact and results to key stakeholders across Qualtrics while gaining a comprehensive knowledge of the entire suite of Qualtrics solutions and their application to different Healthcare use cases.
• Grow ability to comprehend and lead the team in addressing complex technical requirements, enhancing customer adoption and usage of products or services.

 

Things You'll Do

• Grow and lead a team of Technical Success 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.
• Help to hire, onboard, train, and retain top talent.
• Provide coaching and mentorship to guide career development for Technical Success Managers.
• Manage team capacity, forecasting, financial performance, and resource allocation.
• Drive XM in the HCLS business segment, focusing on renewing and growing our current customer base and assuming revenue responsibility for one of our fast-growing segments. Define and execute your team's strategy for maturing and expanding the portfolio of Healthcare customer accounts.
• Build and manage relationships with senior executives at our customer organizations to drive program governance, build customer advocacy, and generate program success stories through both virtual and in-person meetings. 
• Travel as needed to be onsite with customers and your team
• You will work with cross-functional counterparts in Sales, Product Management, Engineering, and Professional Services to evolve and scale our global service offerings and mature our industry-leading platform. Together, you will drive initiatives to improve the customer experience.
• Communicate team impact and results to key partners and act as an advocate for the team within Qualtrics and to external customers.
• Maintain 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:

• Experience:
• 8+ years of professional experience in a combination of strategy, consulting, operations, product management, or an equivalent field.
• 3-5 years of people leadership and direct client management experience, including experience working with clients in the HCLS space.
• Proven track record of successfully building scalable business operations and delivering key business results.
• Leadership:
• Prior leadership experience, including building and leading teams and managing successful teams.
• Passion for coaching and mentoring high-performing team members, aimed at developing and accelerating their skills and career trajectories.
• Client relationship management experience, including direct interaction with C-level/Senior Director+ level stakeholders.
• Skills:
• Strong prioritization skills with the ability to drive multiple concurrent projects from beginning to end.
• Ability to utilize data and metrics to communicate strategy to internal stakeholders and external clients.
• Entrepreneurial spirit with a high tolerance for ambiguity and complexity.
• Ability to be efficient with limited resources and effectively communicate and present to Senior Management.
• Ability to have scale impact across the business and think holistically about industry dynamics and partnerships.
• Well-versed in the complexities of the US healthcare system, including provider, payor, and life sciences segments, and what drives their business success.
• Education:
• Bachelor's or advanced degree with a concentration in science, technology,  business, or a related field.

 

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. 
• Supportive environment with opportunities to work both autonomously and collaboratively

 

Our Team's Favorite Perks and Benefits

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
• 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
• On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices

  The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.   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.   ​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act   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.   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.

For full-time positions, this pay range is for base per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer, in addition to a range of medical, financial, and other benefits, based on eligibility criteria.

Illinois Annual Pay Transparency Range $151,000—$270,000 USD

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