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.

　　Renewals Manager

　　Why We Have This Role

　　The Qualtrics Commercial Operations team is seeking a full-time Manager to lead our Renewals Management team.

　　This role is for someone who can problem solve in a fast-paced, ambiguous environment, can effectively communicate difficult decisions, who holds themselves to the best practices of Managers at Qualtrics and who wants to gain visibility with top leaders of the organization.

　　This role is pivotal to ensure our business scales services operations via process improvement, reports healthy revenue, drives operational excellence and establishes an early tenure talent pipeline to our business. Central to success is a thriving partnership with the XM Success (XMS) team, allowing us to scale these services to more customers in the face of cost pressure and evolving customer needs.

　　How You'll Find Success

　　Strong problem-solving skills: Can navigate a fast-paced, ambiguous environment and find creative solutions to challenges that arise during the renewal process.Excellent communication skills. Verbal and written - critical to managing stakeholder expectations, reporting and developing internal partnerships.Leadership and mentoring abilities: Passionate about coaching and mentoring a high performing team.Results-oriented mindset: Driven by achieving success, and takes action to celebrate success, remove barriers, and make choices to adjust focus areas as needed. Delivering renewals billing ($), utilization and internal CSAT targets.Strategic thinking: Able to design and implement innovative, global, and scalable operational processes that increase efficiency and ensure a positive stakeholder experience.Collaboration skills: Strong ability to build relationships across Sales, Customer Success, Product and Finance to meet short and long term goals.Accountability and ownership: Strong sense of ownership and will take initiative to mature the existing team, prioritize value-added activities, and automate repetitive tasks.

　　How You'll Grow

　　Leadership Development: As a Manager, there will be ample opportunities for the individual to further develop their leadership and mentoring abilities.Strategic Thinking and Process Improvement: You will have the chance to design and implement innovative, global, and scalable operational processes. You can take the initiative to identify areas for improvement, streamline processes, and optimize efficiency within the department.Cross-Functional Collaboration: You will have the opportunity to gain exposure to different areas of the business to broaden your understanding of the company's operations, enhance your communication and teamwork skills, and provide a holistic perspective that will be valuable for your career advancement.

　　Things You'll Do

　　Lead and Develop A High-Performing Team:Coach and mentor a team of 7-10 Renewal Specialists to deliver excellent experiences to internal stakeholders throughout the entire customer journey, including the sales and customer renewal process.Track team and individual progress weekly, taking actions to celebrate success, remove barriers, and adjust focus areas as needed.Evaluate team member performance and provide direct and actionable feedback.Scale Services Operations:Analyze CSAT scores and verbatims to extract insights on key success drivers and areas for improvementIdentify key service offerings to scale operations to maximize efficiency in services operationsDrive Renewals Billings Performance:Collaborate with internal teams including Finance, Sales, Sales Operations, and Customer Success to optimize renewals billings performance.Design and implement innovative, global, and scalable operational processes to increase efficiency and ensure positive stakeholder experiences.Communicate the impact and results of the team to key partners and act as an advocate for the team within the organization.Forecasting and Resource Allocation:Inform team capacity, forecasting, and resource allocation to ensure efficient and effective allocation of resources.Work closely with cross-functional teams to align on priorities and optimize resource utilization.Point of Escalation and Issue Resolution:Be a point of escalation and resolution for leadership on issues related to CSAT and renewals/invoicingEffectively communicate and discuss difficult issues with upper management stakeholders within sales, customer success, and finance.Continuous Improvement and Efficiency:Demonstrate a vision and passion for continuous improvement, driving and creating efficiencies within the organization.Mature the existing team, prioritizing value-added activities and automating repetitive tasks.

　　What We're Looking For On Your Resume

　　Proven Track Record of Leading and Building High-Performing TeamsResults-Oriented Experience and a track record of partnering with cross-functional teams to achieve shared goalsStrong Problem-Solving and Decision-Making skillsContinuous Improvement Mindset: Ability to mature a team, prioritize value-added activities, and automate repetitive tasksExcellent Communication and Relationship-Building skillsProficient written and verbal English communication skillsAcademic Excellence and Professional Experience:Bachelor's degree with proven academic excellence7-12 years of experience in a professional environment, with relevant experience in finance and/or sales-supporting teams1-3 years of people management experience

　　Preferred Skills:

　　Experience working in high-growth organizations, start-ups, or SaaS-based companiesBackground includes improving processes and driving efficiencies

　　What You Should Know About This Team

　　Global impact with opportunity to rapidly evolve and change the way we work.Professional Development. We hold monthly career development sessions with each individual on the team to ensure our people have the skills and experiences needed to successfully grow in their career.Standard of Excellence. Our commitment to excellence is evident in our teamwork, support, and high standards. We are a team that is always striving to be better.One Team: Our team meetings are designed to foster community and connection (aka we take our work seriously, but we don't take ourselves seriously).Drive Cross-Functional Impact: This team gives high exposure to essential business functions and sharpens a broad spectrum of skills in each member.

　　Our Team's Favorite Perks and Benefits

　　Workspaces: We have quiet spaces to take a call or for deep thinking, and other spaces dedicated to collaboration.Commuter Benefits: We offer a generous monthly allowance to be used for transportation and to help you commute to the office.Wellness Reimbursement: This can be put toward wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.Q Mentor Program: Looking to grow in your career? Get matched with a mentor inside Qualtrics to get meaningful coaching from someone outside your team.

　　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.

　　Qualtrics Work Experience - As we look to the future, we believe that our teams are better together. Being together will help us learn more, grow faster and ultimately deliver better results for our customers and Qualtrics. Roles tied to an office location work 4 days per week in the office together and 1 day from home, with a strong spirit of flexibility around taking time for personal, health, and family moments in our work weeks. Our managers work with their teams to create a collaborative, engaged work environment, and arrangement that works for each of our team members.

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