.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. Head of Scale Account Services - Americas Why We Have This Role The mission of Account Services is to make it easier to do business with Qualtrics by providing a seamless customer experience and end-to-end ownership when customers have questions at critical touchpoints throughout their lifecycle (e.G., understand my usage, license, payment). This is critical to Qualtrics achieving its next stage of growth. With sensitive customer questions resolved quickly and predictably, account teams and customers can focus on leveraging our platform to deliver business results. How You'll Find SuccessBuild a high-performing team that exceeds its quarterly goals, including hiring, onboarding, setting expectations and establishing a culture of customer obsession and performanceUnderstand and address drivers of performance across customer metrics (CSAT and responsiveness) and productivityIdentify 'best in class' external benchmarks to shape our future practices and directionCollaborate with the Digital Experience team in prioritizing the digital roadmap so customers can self-serve different types of ticketShape the design of the new frontline Account Services role, including its KPIs, typical career trajectory, and hiring profilesHow You'll GrowIntroduce new channels and new systems - shifting from email only into chat and phone and supporting the execution of a new case management systemWork with the other Account Services Leaders in EMEA, Enterprise Account Services, Provisioning, and Renewal Management to jointly solve problems and ensure consistency for our customersPartner cross-functionally and work with execs to frontline to continually improve processes that cut across Sales, Customer Success, Finance, and LegalThings You'll DoAs 'Manager of Managers' you will have a Team Leader reporting to you as well as frontline Associates