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.

Global Head of Renewals Management and Strategy

 

Why We Have This Role

The role of Global Head of Renewals Management and Strategy is a critical leadership position that is pivotal in executing key pillars of Qualtrics' transformation and growth strategy while elevating our customer experience: Creating a seamless customer renewal experienceTransitioning to consumption-based pricing: Facilitating the shift to new SKUs through the renewal process, ensuring a smooth customer transition while maximizing uplift revenueDrive revenue growth and cash flow through increasing uplift $, reducing downgrade size and improving on time billing

How You’ll Find Success

• Vision: Define long-term vision for the E2E Renewal process in the context Qualtrics priorities and external benchmarks. Ability to map the steps to get from current state to future state.
• Establish a Performance Culture: Foster an environment that inspires individuals to excel and do their best work. Develop leaders within the organization and align them with roles that expand their potential for impact.
• Effective Communicator: Serve as an excellent communicator by telling compelling stories about the organization’s vision and direction. Confidently convey ideas and engage with stakeholders at all levels, from senior executives to frontline teams.
• E2E Process Ownership: Take ownership of the end-to-end process, continuously seeking adaptive improvements to the customer journey that enhance experiences and increase operational efficiency.

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

Renewals strategy

• Act as ‘Owner’ and ‘Convenor’ of the E2E Renewals journey to improve customer experience and reduce friction/ effort (from initiation of the Renewal to invoicing and collections)
• Work cross functionally to ensure we are maximizing the value of the renewal touchpoint to (i) switch customers to the new suite, (ii) increase renewal rate and uplift and (iii) shift customers to multi-year contracts
• Partner with the Customer Hub to continue to shape our E2E ‘no touch’ digital renewal journey 
• Implement the next iteration of ‘auto-renew’ language in our contracts to strengthen our commercial outcomes
• Build, maintain and iterate automated flags that highlight important renewal risks and expansion opportunities - creating priority focus areas for our frontline teams
• Identify ‘best in class’ external benchmarks to shape our future renewal practices

Renewals operations

• Lead a global team of Renewal Managers, responsible for scale book (<$100k, 90% of customer base), to deliver quarterly on-time billing goals
• Reinforce 5% uplift, to generate new ACV (currently at 50% application on flat renewals)
• Shape the design of new Renewal Management role as our Account teams evolve 
• Own and improve the global dashboards that track our renewal billing performance 
• Design and embed the global playbook (processes, policies, tools etc) on how our frontlines execute their Billing goals (for Enterprise and Scale)
• Ensure RM capacity each quarter is appropriate to manage renewal base given headwinds (e.g., additional touchpoints from suite migration) and tailwinds (e.g., increased digitization of process)
• Support quick resolution of Exec escalations, while addressing root cause of issues
• Manage our 3rd party RM capacity, incl. increasing or decreasing size, addressing performance risks and ensuring incentive alignment
• Assign renewals globally each quarter
• Support and lead the implementation of key new IT programs (e.g., case management, subscription billing)

What We’re Looking For On Your Resume

• 10+ 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 5+ 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 organizational 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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