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 6,000 people across the globe who think that's work worth doing.
Partner Resolution Manager
Why We Have This Role
The Qualtrics Partner Ecosystem is essential to our continued growth and success. Our Partners play a key role in scaling our go-to-market strategy and enabling the success of our customers on the Qualtrics XM Platform.
The Partner Success team is at the heart of our ecosystem strategy and is pivotal to the growth of our partners and our customers.
As a Partner Resolution Manager you will be a part of the Partner Success team and will be responsible for the tracking and resolution of prioritized escalations that arise for our highest impact partner delivery issues. Accountability for this role includes collaborating and partnering internally and externally to drive action (outer loop) and foster collaborative communication with subject matter experts and executive-level partner, customer, and Qualtrics stakeholders to ensure resolution. You will need to be both technically competent and business-oriented while working efficiently with a high sense of urgency as an expert in prioritization.
How You'll Find Success
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You will know you are doing a great job when you:
- Successfully resolve partner delivery escalations to unblock customer implementation projects, clearing obstacles in order to successfully launch customer programs
- Deliver valuable solutions to partner delivery challenges faced by our partners and customers, ultimately resulting in high renewal and expansion rates
- Build strong, lasting relationships with partners and customers, and are a creative and analytical problem-solver
- Support the Partner Success, Ecosystem, XM Success, Sales, Global Operations, and Product teams to improve product features and convert partner-driven renewals into customer expansion opportunities
- Exhibit the ability to effectively juggle multiple priorities with timely responsiveness while also making progress on proactive and strategic initiatives
- Demonstrate outstanding interpersonal, collaboration, and communication skills
- Most importantly, you care deeply about our partners and customers and provide them a world-class experience
How You'll Grow
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You will be joining a highly-motivated team that has a considerable impact on the business and many opportunities to develop, such as the following:
- Hands-on experience with emerging go-to-market (GTM) strategies and technologies
- Exposure to the latest thought leadership in the XM industry
- Opportunities to own and drive initiatives and strategic projects, such as the adoption of new product features
- Opportunities to demonstrate leadership, mentoring, and knowledge sharing across the organization
- Avenues to pursue continuous learning and acquisition of new skills in account management, technology, project management, and personal growth
Things You'll Do
- Ensure the execution of the partner delivery escalation & resolution process, including leading internal and external partner delivery escalation calls, driving transparent communication with our partners, customers, and internal Qualtrics stakeholders
- Clarify framework and threshold for determining which partner delivery issues should be prioritized and escalated to appropriate partner support channels, including which should be actioned directly by Partner Delivery Managers versus the Partner Resolution Manager and educate partner and internal Qualtrics audiences accordingly
- Apply direct knowledge and experience from partner delivery escalations to reduce reactive, tactical responses and increase proactive, strategic responses that anticipate and systemically improve the customer experience with partner deliveries
- Works in parallel with partners, customers, and internal resources as an escalation point of contact in certain circumstances to provide assurance and resources as needed
- Closely partner with Product, Engineering, Technical Support, Delivery, Customer Success, and Sales Leadership to ensure alignment across the business
- Identify opportunities for customers to better align support level requirements based on customer needs and improve partner support processes
- Define partner delivery lessons learned process and quarterly partner support & product reviews to highlight and prioritize escalation/issue trends, coordinating with Partner Delivery Managers and other internal and external stakeholders to execute on these processes as appropriate for each partner and partner-led delivery project
- From lessons learned, quarterly partner surveys, and ad hoc feedback; identify partner and Qualtrics improvement opportunities and enablement gaps to action in coordination with Partner Enablement and Partner Delivery teams
- Own and aggregate product feature feedback & roadmap requests from partners and prioritize with Product & Engineering teams, communicating quarterly updates back to partners
- Collaborate across teams to ensure the proper handoff and smooth transition between teams
- Build a network of contacts across the organization to understand the roles and responsibilities of groups to leverage in order to resolve partner delivery issues
- Define performance KPIs to measure, track, and report on partner delivery challenges and successes
- Build globally aligned processes that are built for scale
What We're Looking For On Your Resume
- Experience managing professional services delivery partners within a SaaS environment either for a product company or consultancy
- 4-6 years experience ideally in a technology-focused role (i.e. product support, tech consulting, or tech sales), including 2+ years experience in a global software development project or program management role (i.e. lead consultant working with enterprise clients to provide product or delivery support)
- Deep experience leading and responding to complex customer and/or partner delivery issues
- Understanding of software implementations, ideally in SaaS environment
- Strong program management skills with the ability to plan project tasks/events and execute on these on time, with quality at the forefront of everything you do
- Executes with a high level of operational urgency to maintain calm and work closely with a team and stakeholders during a critical situation
- Ability to multitask and manage multiple moving parts, while actively prioritizing activities and deliverables
- Someone with highly attuned social and situational awareness and the ability to discuss technical concepts/solutions for executive and subject matter expert audiences in order to solve business challenges and effectively communicate success
- Self-aware, considerate, empathic, and able to manage emotions in times of stress
- Native Spanish and/or Portuguese language skills and experience working with customers and/or partners in Latin America
What You Should Know About This Team
We are proud of the community that has developed at Qualtrics. Every day it becomes more robust and, along the way, it matures and develops us into a better team through education, focus, advocacy, and fun. It is a solidifying piece of the #OneTeam mentality that we operate with.
The Q-mmunity is essentially a mix of the Q Groups, our Corporate Social Responsibility groups, and other social groups. These groups include but are not limited to MosaiQ, Q Pride, Q&Able, QSalute, and Women's Leadership Development (WLD). Take a deeper look at our Q-mmunity here.
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 - MXN 36,882 for an experience of your choosing (eligible after a year)
- Wellness reimbursement - up to the value of MXN 6,250 per quarter can be reimbursed for a variety of wellness activities
- Allowances for meals, transportation, groceries, and more
- We take pride in our office design aiming at fostering creativity
- We believe in sharing Qualtrics' success which is part of the compensation for all employees
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.
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