Technical Account Manager
7 meses atrás
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 6,000 people across the globe who think that’s work worth doing.
**Why We Have This Role**
The XM Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we 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 scrappy individuals to join our team and have a huge impact on customer retention and expansion. We have impressive members on this team, and are always looking for more amazing talent
**How You’ll Find Success**
Technical Account Managers (TAMs) are highly experienced Qualtrics platform experts who work together to provide white-glove support to some of our largest customers. In this role, you will help in executing technical revisions to meet the technical needs of clients in your Customer Unit, and to ensure optimal utilization and impact of programs. TAMs work in a post-sales capacity that directly contributes to the long-term success of our customers’ programs.
As a Technical Account Manager, you should both be a tech-savvy professional who is able to explain technical information to a non-technical audience and someone who excels at nurturing client relationships.
**How You’ll Grow**
- Enhance your software platform knowledge and technical troubleshooting skills.
- Build your problem-solving, critical-thinking and client-facing skills.
- Learn critical commercial skills and strategic account management.
**Things You’ll Do**
Thought Partnership & Cross-Functional Partnerships
- Partner with XM Success Managers and work cross-functionally within Qualtrics to prioritize and advocate for software feature enhancements on their behalf
- Collaborate within Customer Units and Qualtrics leadership on high-level client relationships and technology solutions
Technical Advising & Project Management
- 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
Technology Support & Configurations
- 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 practice
- Execute build and configuration services that align to client objectives and strategic goals
**What We’re Looking For On Your Resume**
- Bachelor’s degree from a competitive university
- 2-5 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
**What You Should Know About This Team**
- Supportive environment with opportunities to work both autonomously and collaboratively
- Fun, inviting, and inclusive work environment made up of passio
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