Director, Account Services

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 5,000 people across the globe who think that’s work worth doing.

Director, Account Services 

Why We Have This Role

The role of Global Director of Account Services is a critical leadership position that is pivotal in executing key pillars of Qualtrics' transformation and growth strategy while elevating our support experience: Creating a seamless customer experience across renewal, provisioning, invoicing and paymentBoosting sales productivity: By taking ownership of non-technical inquiries, this role is projected to free up ~10% of sales representatives' timeTransitioning to consumption-based pricing: Facilitating the shift to new SKUs through the renewal process, ensuring a smooth customer transition while maximizing uplift revenue

 How You’ll Find Success

• Transformation Leader. Ability to mobilize large, diverse teams to use data to diagnose issues, design and prioritise solutions and manage a portfolio of ongoing global initiatives
• Establish a performance culture that motivates people to do the best work of their career, including developing leaders and aligning them with roles that give them expanded opportunity for impact in the company
• Articulates a clear strategy and maps the steps required to achieve goals. Mobilises teams and stakeholders across org (Sales, XMS, Finance, Product etc) to engage and execute
• Excellent communicator: Tells inspiring stories about where the organization is going and how they will get there. Ability to confidently convey ideas and engage at Senior Exec level through to frontline teams
• Empowers teams to design and build for scale, standardization, and repeatability. Moves at speed when necessary, even when faced with uncertainty

 How You’ll Grow

• Transformation: Playing a central role in the company and its transformation and strategy execution in the coming year
• Digital innovation: Design, execute and refine our digital and human touchpoints that span several critical customer journeys and moments
• Exposure: Partnering with global leaders across GTM, PXE, IT and Finance functions to evolve and scale the team

 Things You’ll Do

• Global Team Leadership: Manages a diverse, international team of 100+ professionals across seven global locations. Lead several teams covering Renewal Management, Provisioning Account Services, Scale Account Services, and Enterprise Account Services. Rapidly standing up global team and customer-facing processes within 1-2 quarters.
• Strategic Vision and Execution: Defines and implements a comprehensive vision for Account Services. Ensuring that the operating model for the team is designed to maximize the impact on sales rep productivity, our customer experience. Drives innovation in customer experience, transitioning from email-based support to a digital first interaction. This includes shifting ~10k email tickets per month into digital interactions, maximizing self-serve potential while eliminating the need for Sales involvement.
• Financial responsibility: Manages global renewal billing goals of ~$300 million per quarter. Refine global Billing and Payment policy. Ensures effective transition of customers to new consumption-based SKUs during the renewal process. Maximize uplift at renewal and minimize downgrade value in scale book.
• Lead to Cash transformation and X functional collaboration: Collaborates with Sales, PXE (incl. Security), XMS, IT, Digital Support, Legal, and Finance to optimize renewal, provisioning and collections processes, contract terms and resolve complex issues. Leadership role within Lead 2 Cash transformation, owning streams work work from diagnostic through to execution and impact tracking.

What We’re Looking For On Your Resume

• 15+ years of experience, with at least 5+ in a B2B SaaS environment. This could include: Operations, Customer Service, Finance Operations, Customer Success or Sales/ revenue Operations
• Established organizational leader, at least 12+ years of management, with a track record of building and scaling high-performing global teams that have several functions
• Evidence of driving operational outcomes that drive company-wide commercial results.
• Ability to consistently partner with other organisational leaders (e.g., Product, Eng, Finance, Sales) to deliver complex cross-functional opportunities that unlock growth and improved customer experiences
• Transformation and problem-solving mindset: Ability to mature a team, improve processes, prioritize value-added activities, and automate repetitive tasks
• Excellent communication and relationship-building skills, able to present confidently to executives and engage peers
• Bachelor's degree with proven academic excellence

What You Should Know About This Team

Focus on people - Customer Ops is a team focussed on people. We have a track record of high ME scores and are focussed on creating great experiences for our teams and leaders from ensuring we transparently communicate early and regularly on change, established early leadership programs and regular ELT recognitionHuge impact on the way our customers experience Qualtrics from receiving their first invoice, switching on their platform, submitting their first support ticket through to their year 1 renewalPlay a central role in many of the highest priority company priorities - from Suite Migration, to Renewal Process improvement to ensuring our Account Teams are as productive as possible. 

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 - $1,800 for an experience of your choosing (eligible after a year)
• 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
• On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our offices

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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