The Qualtrics XM Platform™ is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can’t imagine living without.

Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.

We believe every interaction is an opportunity. Are we yours?

SKILLBRIDGE CUSTOMER SUCCESS ASSOCIATE INTERNSHIP PROGRAM

*This job is for candidates who are currently on active military duty and exiting the military within the next 12 months.*

The Challenge

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.

Expectations for 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.
• 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.

A Day in the Life

• 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

Basic Qualifications

• Bachelor’s degree, or completion of Bachelor’s degree by military exit date
• Strong prioritization skills with the ability to be proactive
• Written and verbal communication and collaboration skills
• Desire to improve processes and work through ambiguity
• Interest in the technology industry
• (Not required) Any experience in SaaS, strategy, consulting, customer service, operations, technology, sales, customer success, or an equivalent field would be beneficial

Future Benefits (upon successful completion of internship and full-time position approval)

• Competitive salary
• Semi-annual performance bonuses
• Relocation bonus for out of state applicants
• 30 paid days off: 15 PTO days + 5 Personal Days + 10 Holiday Closures (additional PTO with tenure)
• Qualtrics Experience Program - $1500 for an experience of your choosing (eligible after one year)
• Fun, inviting, and inclusive work environment made up of passionate, kind, and smart people who exemplify what it means to be a team

To learn more about what we value read about it directly from our employees Qualtrics Life stories

Qualtrics Q-mmunity

We are proud of the community that has developed at Qualtrics. Every day it becomes more robust and, along the way, it matures and develops us into a better team through education, focus, advocacy, and fun. It is a solidifying piece of the #OneTeam mentality that we operate with.

The Q-mmunity is essentially a mix of the Q Groups, our Corporate Social Responsibility groups, and other social groups. These groups include but are not limited to MosaiQ, Q Pride, Q&Able, QSalute, and Women's Leadership Development (WLD). Take a deeper look at our Q-mmunity here.