Manager, Customer Success - Southeast Asia

As the Manager of Customer Success at Qualtrics in Southeast Asia, your primary responsibilities will include leading a team of Technical Success Managers, ensuring high levels of customer satisfaction, managing client relationships from onboarding through to ongoing support, and driving customer success strategies. You’ll be pivotal in identifying customer needs and developing solutions that cater to those needs, ultimately enhancing the overall customer experience.

To qualify for the Manager, Customer Success position at Qualtrics, candidates should have a minimum of 10 years of relevant professional experience, including at least 5-7 years in a leadership role. A strong background in strategy, consulting, or product management, along with demonstrated success in building scalable operations and managing client relationships is essential. A bachelor's or advanced degree in business, technology, or a related field is also required.

In your role as the Manager, Customer Success at Qualtrics, you will be instrumental in fostering team growth through mentoring, coaching, and professional development initiatives. You’ll set clear expectations, provide guidance, and support your team in achieving their goals, ultimately increasing team performance and driving customer success.

As a Manager, Customer Success at Qualtrics, expect to engage in dynamic experiences such as working closely with cross-functional teams, interfacing with senior executives at customer organizations, and managing and mentoring a talented team. You'll also be part of a supportive culture that values teamwork, where creative problem solving is encouraged and rewarded.

At Qualtrics, growth opportunities for the Manager, Customer Success include participating in strategic leadership initiatives, contributing to the development of the Customer Success function, and enhancing your understanding of the Experience Management category. You will gain valuable experience in cross-functional collaboration, impacting broader organizational strategies that drive customer engagement and retention.

In your role, emphasize the importance of communication, transparency, and empathy. Discuss how you prioritize team development, set clear expectations, and nurture an environment of collaboration.

Use the STAR method to outline the Situation, Task, Action, and Result, detailing how your strategic thinking and communication brought about a favorable outcome and strengthened the client relationship.

Discuss specific strategies such as proactive communication, understanding customer needs through data analysis, and aligning customer goals with the platform capabilities to ensure they achieve success.

Highlight the importance of customer feedback, regular team meetings to share insights, and implementing best practices in customer engagement to ensure high retention and satisfaction.

Provide examples where you've worked with teams like Sales or Product Management to address customer challenges, underscoring how collaboration has led to better solutions and customer outcomes.

Discuss your approach to prioritization, such as using metrics to assess impact, setting clear deadlines, and communicating priorities to your team to ensure alignment and focus.

Talk about key performance indicators (KPIs) like customer satisfaction scores, renewal rates, and engagement levels, emphasizing how these metrics guide your strategy and decision-making.

Share examples of how you've invested in your team's growth through coaching, training programs, and creating opportunities for career advancement.

Discuss how technology enables better customer insights, enhances communication, and streamlines processes, stressing that leveraging the right tools can significantly improve customer experience.

Explain your motivational strategies such as recognizing successes, fostering a positive team culture, and maintaining open communication channels to keep morale high.