Customer Success Associate

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.

 

Customer Success Associate

Why We Have This Role

The mission of the Customer Operations organization is to help our customers, both internal and external, deliver extraordinary business results.

The CSA role is pivotal in this mission to ensure our business reports healthy revenue and enables customer-facing teams to prioritize their time towards high risk and high need accounts. Central to success is a thriving partnership with our customer-facing account teams, allowing us to efficiently scale Qualtrics’ services to more customers. We are the “get it done” team. We have a wide range of responsibilities that include engaging with finance, marketing, product, engineering, sales, legal, security, etc. and producing deliverables for our customer-facing teams.

How You’ll Find Success

You’ll know you’re doing a great job in this role when:

• You maintain a high utilization score (e.g., how much time you are saving our account teams), a healthy billings attainment (e.g. how much renewal $ you have invoiced) and strong customer satisfaction.
• Provide critical, value added deliverables to our XM Success team and customers to help them realize maximum value from the Qualtrics partnership
• You help retain and expand client subscriptions, the lifeblood of the SaaS business model.
• You drive the renewal process forward, from reaching out to our internal customer facing teams to coordinate a renewal process, to working directly with the client to confirm a renewal.

We are looking for candidates to help us not only get things done in the current process, but also to improve processes to make our entire company continuously more efficient. In fact, you will have the opportunity to become a subject matter expert in a key process and work to improve it.

How You’ll Grow

• Problem-Solving Skills: As a Customer Success Associate, you will learn to actively listen, analyze data, and develop tailored solutions to address business and customer challenges effectively.
• Cross-Functional Collaboration: Working closely with other departments, you will develop valuable cross-functional skills, gain a holistic understanding of the business, and learn from experts in various areas, paving the way for career growth.
• Developing a Bias for Action: You'll learn how to prioritize the needs of your stakeholders and take prompt, proactive steps to drive success and satisfaction

Things You’ll Do

• Play a role in identifying opportunities to streamline and improve business critical, end-to-end processes
• Partner with our customer-facing account teams (Sales, XM Success) to deliver incredible customer and business impact by supporting them to optimize the entire renewal journey
• Surface and present actionable insights for the XM Success team to support Book of Business management and planning (e.g., attrition insights, renewal rate trends, NPS insights, XM product usage signals)
• Engage with internal stakeholders and systems to ensure timely renewals, account health data capture and compliance with customer security requirements
• Assist with (and own where appropriate) customer-facing events such as webinars, user groups, product demos, and XM Days and work with necessary internal teams to deliver
• Research and summarize key materials to answer client questions around Experience Management, manage client escalations, and track feature requests
• Own preparation for - and participate in - client meetings by gathering inputs and compiling data, building presentation decks, and organizing agendas and assist with follow up actions

What We’re Looking For On Your Resume

• Bachelor’s degree
• Strong prioritization skills with the ability to be proactive
• Collaboration skills
• Proficient written and verbal English communication
• Desire to improve processes and work through ambiguity
• Interest in the technology industry
• Experience in SaaS, strategy, consulting, customer service, operations, technology, sales, customer success, or an equivalent field would be beneficial

What You Should Know About This Team

• We have each other's backs. We win together.
• Our team meetings are designed to foster community and connection.
• This team gives high exposure to essential business functions and sharpens a broad spectrum of skills in each member.

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
• We take pride in our office design aiming at fostering creativity

 

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.

​​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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Last updated on Aug 27, 2024