Technical Account Manager - Reston

Reston, VA, United States

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.

Technical Account Manager - Reston, Virginia

Why We Have This Role

The XM Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for scrappy individuals to join our team and have a huge impact on customer retention and expansion. We have impressive members on this team, and are always looking for more amazing talent!

How You’ll Find Success

Technical Account Managers (TAMs) are highly experienced Qualtrics platform experts who work together to provide white-glove support to some of our largest customers. In this role, you will help in executing technical revisions to meet the technical needs of clients in your Customer Unit, and to ensure optimal utilization and impact of programs. TAMs work in a post-sales capacity that directly contributes to the long-term success of our customers’ programs.

As a Technical Account Manager, you should both be a tech-savvy professional who is able to explain technical information to a non-technical audience and someone who excels at nurturing client relationships.

How You’ll Grow

Enhance your software platform knowledge and technical troubleshooting skills.

Build your problem-solving, critical-thinking and client-facing skills.

Learn critical commercial skills and strategic account management.

Things You’ll Do

Thought Partnership & Cross-Functional Partnerships

Partner with XM Success Managers and work cross-functionally within Qualtrics to prioritize and advocate for software feature enhancements on their behalf

Collaborate within Customer Units and Qualtrics leadership on high-level client relationships and technology solutions

Technical Advising & Project Management

Become an expert at the company for our most strategic platform capabilities and understanding the customers’ platform needs

Help customers optimize their use of the Qualtrics platform and increase adoption of technical capabilities where possible

Build systems to facilitate program objectives and system effectiveness and measure reliability of services

Assist clients with executing regular maintenance activities (e.g., handling outages, assisting with root cause analysis, troubleshooting technical questions and issues)

Design and document functional and technical requirements and help scope projects by understanding timelines and associated levels of effort

Technology Support & Configurations

Seamlessly integrate new product features into existing programs

Proactively identify implementation process improvements, determine root causes and overcome roadblocks.

Drive adoption and expansion of key platform features by demoing and developing proof of concepts/pilots for key platform features while leveraging best practice

Execute build and configuration services that align to client objectives and strategic goals

What We’re Looking For On Your Resume

Bachelor’s degree from a competitive university

1-2 years experience working in a technical, consulting, or client-facing role

Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment

Comfort in working both autonomously and collaboratively

Ability to articulate technical concepts to a non-technical audience

Detail-oriented with an ability to prioritize and meet deadlines

Familiarity with software and front-end development

Excellent verbal and written communication skills

Strong problem-solving skills

What You Should Know About This Team

Supportive environment with opportunities to work both autonomously and collaboratively

Fun, inviting, and inclusive work environment made up of passionate, kind, and smart people who exemplify what it means to be a team

Our Team’s Favorite Perks and Benefits

In-office perks like catered lunch, snack bars, and the ability to bring your dog to work (in select offices)

Relocation bonus for out of state applicants

30 paid days off: 15 PTO days + 5 Wellness Days + 10 Holiday Closures (additional PTO with tenure)

Qualtrics Experience Program - $1800 annually for an experience of your choosing (eligible after one year)

Wellness Reimbursement Program - $1200 annually ($300/quarter) for wellness related activities

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 (https://www.dol.gov/agencies/whd/posters/fmla) ,Equal Opportunity Employment (https://www.eeoc.gov/poster) ,Employee Polygraph Protection Act (https://www.dol.gov/agencies/whd/posters/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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