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.

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.

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.

• 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 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