Partner Resolution Manager - XM Services
The Qualtrics XM Platform™ is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can’t imagine living without.
Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.
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The Challenge:
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.
Core Responsibilities:
- 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
Successful candidates will possess most of the following:
- Experience managing professional services delivery partners within a SaaS environment either for a product company or consultancy
- 5-8 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
Qualtrics Q-mmunity
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.