Careerarc | Customer Success Associate (Scale)

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.
XM Success Scale Associate Why We Have This Role We understand that our customers' success is crucial to our own success as a company.
By having a dedicated team focused on driving adoption, mitigating risk and expanding our customers, we can provide the support and resources needed to help our customers achieve their desired outcomes.
This role is essential in ensuring the long-term success and satisfaction of our customers.
How You'll Find Success You will know you are doing an extraordinary job when your customers renew and expand their usage of Qualtrics. You have good story-telling skills and can translate complex technology and business topics, trends, and opportunities into high-quality marketing content targeting a range of audiences. You have strong organizational skills, can juggle multiple priorities, and are a great communicator who empathizes with your audience. You are inventive in the face of challenges, you use your expertise to consult on best practices, and refuse to give up until our clients succeed. You are excited about innovating, developing and executing content initiatives as well as making recommendations on marketing plans. How You'll Grow You will have the opportunity to develop and refine your skills in customer relationship management, data analysis, and strategic planning. You will collaborate closely with our sales, marketing, and product teams, gaining exposure to different aspects of the business and expanding your knowledge of customer success strategies. We are committed to investing in the growth and development of our employees through continuous learning and professional development opportunities. Things You'll Do Drive Customer Success at Scale by converting users into Qualtrics champions. Nurturing a high-volume of customers via digital touch campaigns and programs. Engage 1:1 with customers at critical points in the customer journey to ensure adoption and maturation. Monitor Customer Health Metrics and product engagement and intervene as early as possible when risks or issues arise. Hold Consulting calls for customers across the entire Scale APJ portfolio on specialty topics to drive usage, adoption and expansion. Partner with our global scale team on the APJ rollout strategy and execution of live events to maximize impact on customer adoption and maturation. Identify common customer challenges and actively suggest better solutions. Motivate our customers to conduct more research and carry their love of Qualtrics to other organizations. Raise critical customer concerns internally and mobilize resources to resolve issues. Collaborate with cross-functional teams, including Sales, Customer Operations, Renewals Team, Partners, and Professional Services, to evolve and scale our global service offerings. Prepare content that educates users at scale on how to fully utilize the platform. What We're Looking For On Your Resume Bachelor's degree. 1-2 years of experience in SaaS, strategy, consulting, operations, or an equivalent field. Strong communication and negotiation skills. Analytical mindset with the ability to translate data into actionable insights. Proven ability to track, prioritize, and drive multiple concurrent projects from beginning to end. Ability to work effectively in a fast-paced and dynamic environment. Interest in Software / Tech, you'll need to adopt our platforms easily.
Previous experience with Qualtrics technology is a plus. Fluency in multiple languages is a plus. Gainsight experience is a plus. What You Should Know About This Team We have a passion for solving customer challenges coupled with a commitment to customer experience and satisfaction. We love to collaborate with teams across the organization while also being able to work independently and be a self-starter. A passion for technology and the ability to properly explain technical tasks to non-technical stakeholders. 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. Monthly allowances. Experience bonus to be used for an "Experience" of your choosing every year. Amazing QGroup Communities; MOSAIQ, Qualtrics Pride, Q&Able, 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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