Sr. Partner Resolution Manager - Partner Success & Operations Job Listing at Qualtrics in Mexico City (Job ID 6410422)

Description

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. 

Senior Partner Resolution Manager - Partner Success & Operations

Why We Have This Role

As a Senior Partner Resolution Manager - Partner Success & Operations, you will be an individual contributor leading efforts to drive system changes that enhance partner experiences globally. You will leverage automation and scalable solutions to optimize partner processes and elevate initiatives for partner success. By promoting cross-functional collaboration and working inclusively as one team—both internally and within the Qualtrics ecosystem—you will ensure our partners consistently deliver high-quality services that meet and exceed customer expectations.

How You'll Find Success

• You will know you are doing a great job when you:
  
  
• Resolve systemic barriers to unblock partner services delivery, creatively and analytically problem-solving to clear obstacles and successfully launch partner and customer programs
• Enable partners to build strong Qualtrics services practices that deliver world-class XM programs for customers and drive higher customer renewal rates and program/license expansion.
• Build, measure, and improve upon an exceptional partner experience that fosters strong partner and customer relationships.
• Support the Partner Success, Ecosystem, XM Success, Sales, Global Operations, and Product teams to better scale and improve product features, systems, and processes
• Effectively prioritize timely responsiveness for reactive requests while also making important progress on proactive and strategic initiatives
• Demonstrate outstanding interpersonal, collaboration, and communication skills
• Most importantly, you care deeply about our partners and customers and provide them a world-class experience

How You'll Grow

• You will be joining a highly-motivated team that has a considerable impact on the business and many opportunities to develop, such as the following:
  
  
• Hands-on experience with emerging go-to-market (GTM) strategies and technologies
• Exposure to the latest thought leadership in the XM industry
• Opportunities to own and drive initiatives and strategic projects, such as the adoption of new product features
• Opportunities to demonstrate leadership, mentoring, and knowledge sharing across the organization
• Avenues to pursue continuous learning and acquisition of new skills in business process automation (championing the use of AI), account management, technology, project management, and personal growth

Things You'll Do 

• Develop and implement a global partner strategy that enhances technical enablement and operational efficiency across the partner lifecycle.
• Lead the optimization and automation of partner success processes to ensure scalability and a superior partner experience.
• Oversee the integration of partner success initiatives with cross-functional teams to create synergies that drive organizational goals.
• Design and execute advanced quality assurance frameworks and partner performance metrics to ensure consistent, high-quality service delivery.
• Analyze and address escalations related to partner service delivery through efficient governance and decision-making protocols to drive systemic improvements globally.
• Mentor and develop junior team members, fostering a culture of learning and inclusivity across the organization.
• Implement innovative training and enablement sessions for partners to enhance their technical capabilities and service delivery standards.
• Actively seek feedback from stakeholders to improve processes and outcomes, ensuring a continuous improvement culture is maintained.
• Lead strategic projects that align with organizational goals, demonstrating decisiveness and resilience in the face of challenges.
• Manage and iteratively improve partner-run CSAT and Qualtrics-owned Partner Success and CSAT programs powered by the Qualtrics platform.
• Own partner services certification reporting and selection processes to ensure implementations are delivered by qualified partner services providers.
• Collaborate with global stakeholders across North and Latin America, APJ, and EMEA regions to design global processes and solutions that are responsive to local needs.

What We're Looking For On Your Resume

• Bachelor's Degree; 5+ years of relevant experience in delivering professional services within a SaaS environment.
• Strong program management skills, with a track record of successfully planning and executing complex initiatives in fast-paced, global settings.
• Exceptional analytical and strategic thinking skills, with the ability to leverage data to inform decision-making and improve processes.
• Proven ability to work independently in ambiguity, taking decisive action while maintaining focus on broader organizational objectives.
• Highly developed emotional intelligence, capable of navigating diverse cultural perspectives and building collaborative relationships across teams.
• Experience with Learning Management Systems (LMS) and Partner Relationship Management (PRM) platforms, AI-based solutions, and process automation.
• Proficiency in data analytics tools (e.g., Excel, Tableau) and familiarity with API integration within partner frameworks is desirable.
• Native Spanish and/or Portuguese language skills and experience working with partners in Latin America are advantageous.

What You Should Know About This Team 

We are an 11 person team (including you!) in the Americas region with 27 global team members led by the global Partner Success Leader within the Professional Services organization. We are responsible for driving successful customer renewal and expansion through partners while ensuring high quality delivery and an exceptional partner experience.

We are proud of the community that has developed at Qualtrics. Every day it becomes more robust and, along the way, it matures and develops us into a better team through education, focus, advocacy, and fun. It is a solidifying piece of the #OneTeam mentality that we operate with.

The Q-mmunity is essentially a mix of the Q Groups, our Corporate Social Responsibility groups, and other social groups. These groups include but are not limited to MosaiQ, Q Pride, Q&Able, QSalute, and Women's Leadership Development (WLD). Take a deeper look at our Q-mmunity here.

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 - MXN 36,882 for an experience of your choosing (eligible after a year)
• Wellness reimbursement - up to the value of MXN 6,250 per quarter can be reimbursed for a variety of wellness activities
• Allowances for meals, transportation, groceries, and more
• We take pride in our office design aiming at fostering creativity
• We believe in sharing Qualtrics' success which is part of the compensation for all employees

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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