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 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. Account Services Associate Why We Have This Role
The mission of the Account Services Organization is to make it easier to do business with Qualtrics, providing a seamless experience and E2E ownership at critical touchpoints (e.g., license renewal). The Account Services Associate role is pivotal in this mission to ensure customers are well supported during moments that matter, while enabling Sales and XM Success teams to prioritize new customer sales and high risk accounts. Central to success is a thriving partnership with our customer-facing account teams, allowing us to efficiently scale Qualtrics' support for all customer inquiries. We are the ‘get it done' team. We have a wide range of responsibilities that include engaging with finance, marketing, sales, legal, security, and more to answer questions for customers and produce deliverables for customer-facing teams. As a member of this new team, you have the unique opportunity to contribute to the shape of the role in its early stages. We are looking for candidates who are excited to contribute their learnings in this way and don't shy away from the change involved with setting up a new team. How You'll Find Success
You'll know you're doing a great job in this role when:
- Delighting customers by becoming a customer process subject-matter expert, taking initiative and getting things done quickly and consistently
- You maintain a strong productivity score (e.g. how many customer inquiries you were able to resolve)
- You help retain and expand client subscriptions, the lifeblood of the SaaS business model
- You drive critical internal processes forward, from collaborating with legal on a contract update to partnering with security on a customer specific analysis, while owning the end to end interaction with our customers
- You demonstrate a growth mindset and bias for continuous improvement
- Your business skills are critical as you respond to clients (including Fortune 500 employees, tenured professors, and small business owners) via email to support key business processes
- Help companies realize the value of their XM programs, through your exceptional business support and customer obsession
- Improve your prioritization, stakeholder management, and communication skills, with a focus on professional development to move you into account management, strategy and operations, or team leadership, and more!
- Own end-to-end customer interactions, assisting customers in critical moments such as invoicing, provisioning, payment processing, and more
- Evaluate and action crediting requests via contractual analysis and impact assessments
- Engage with internal stakeholders and systems to ensure timely renewals, invoicing, payment, account health data capture and compliance with customer security requirements
- Communicate effectively with customers across a range of channels including email, chat and phone
- Be an expert in a wide range of technical, analytical tools, including Salesforce, Amplitude, and Netsuite, to support our customers and assist account teams internally
- Research and summarize key materials to answer client questions around Experience Management, manage client escalations, and track internal progress
- Play a role in identifying opportunities to streamline and improve business critical, end-to-end processes
- Work with your team to solve customer questions in an in-office environment three days a week
- Full-time Monday through Friday
- Return to Office 3 Days a Week
- Some overtime staffing required
- Holiday coverage
- Weekend coverage
- Standard overtime
- Extra staffing calendar will be scheduled 1 month in advance, and will be compensated with a day in lieu
- Support global customers through phone, chat, and email ticketing system
What We're Looking For On Your Resume
- Bachelor's degree from an accredited university
- Ability to speak Portuguese in an advanced or professional working proficiency
- Any experience in SaaS, strategy, consulting, customer service, operations, technology, sales, customer success, or an equivalent field would be beneficial
- Strong prioritization skills with the ability to be proactive
- Strong proficiency in written and spoken English
- Desire to improve processes and work through ambiguity
- Interest in the technology industry
- College Degree in Business Administration, Accounting, or Commerce
- Experience supporting English speaking customers
- Proficiency in MS Word, MS Excel and MS Outlook
- We have an open office environment here at Qualtrics, so you collaborate with fellow account services specialists to find solutions for both our customers and our processes
- This is a new and growing team where you will have an exciting opportunity to provide feedback, shape processes, and develop broad skills. These experiences will fuel future career growth with many options for upward mobility across Qualtrics
- This is a highly collaborative role where you will engage with colleagues across the company. We are looking for team players who are excited about diving into ambiguity and solving tough problems
- Competitive salary, performance bonuses, and savings investment account.
- Quarterly reimbursement for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
- Monthly allowance for meals, telework and groceries.
- Experience bonus to be used for an “Experience” of your choosing every year.
- Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women's Leadership Development, which exist as places for support, allyship, and advocacy.
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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