Associate Manager, Renewals (Xico)

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, 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 ensuring 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, removes barriers, makes choices to adjust focus as needed, and delivers 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 takes initiative to mature the existing team, prioritize value‑added activities and automate repetitive tasks.

How You’ll Grow

• Leadership Development: As a Manager, ample opportunities to develop leadership and mentoring abilities.
• Strategic Thinking and Process Improvement: Chance to design and implement innovative, global and scalable operational processes, identify improvement areas, streamline processes and optimize efficiency within the department.
• Cross‑Functional Collaboration: Opportunity to gain exposure to different areas of the business to broaden understanding of company operations, enhance communication and teamwork skills, and provide a holistic perspective valuable for 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 leveraged 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, integral, and scalable solutions to improve billing processes and performance.