Job details

Account Services Associate - Provo, UT

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

We are looking for candidates to help us dive in to support current customers, while gaining experience to shape future growth and strategy as we scale this team. Candidates who can adapt to change and thrive in ambiguity will especially shine in this environment. We will be continuously improving processes to make our entire company more efficient, and you will have the opportunity to become a subject matter expert in key internal processes and work within the team to improve them.

How You’ll Grow

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!

Things You’ll Do

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

Role Requirements

Full-time Sunday 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
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

Preferred Qualifications

College Degree in Business Administration, Accounting, or Commerce
Experience supporting English speaking customers
Proficiency in MS Word, MS Excel and MS Outlook

What You Should Know About This Team

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

Our Team’s Favorite Perks and Benefits

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.
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.

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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