Associate Manager, Renewals

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 microphone 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.**Renewals Manager**:**Why We Have This Role**The Qualtrics Commercial Operations team is seeking a full-time Manager to lead our Commercial Strategy Associate (CSA) + 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 CSAs and 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:- Partner with XMS leadership and regional leaders to ensure CSAs are being levered for maximum impact for the frontline XM Success Managers- Analyze CSAT scores and verbatims to extract insights on key success drivers and areas for improvement- Identify key service offerings to scale operations to maximize efficiency in services operations- Drive 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 scal