Job Description
Where you’ll work: Anywhere US Est Time
Customer Care and Success at GoTo
At GoTo, we're passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. Our basic mantra is to simplify to automate and automate to simplify, and we work together to achieve this goal every day. As a member of our customer care team, you'll play a crucial role in helping us achieve our mission by delivering exceptional service and support to our customers.
We are seeking a dynamic and detail-oriented Platform manager with expertise in the Qualtrics XM Discover/Clarabridge and XM Engage platforms. The ideal candidate will possess both strategic and tactical skills, with the ability to move quickly in a fast-paced environment.
This role focuses on executing key responsibilities related to back-end platform management, troubleshooting, & maintenance. Regular tasks would include user onboarding, dashboard creation/data visualization, survey distribution/deployment/consistency, integration & connector setup/management, and some analytics; all to ensure customer insights processes run smoothly and effectively.
Your Day to Day
As a Staff Customer Experience Analyst you would be working on:
Survey & Data Collection Management :
- Design, set up, and deploy surveys (via email, intercepts, or file uploads) to gather customer feedback, while maintaining structural standards.
- Integrate and manage feedback sources across platforms (e.g., Slack, Salesforce, Khoros), ensuring seamless data flow and accurate meta-data structures.
Platform & User Management :
- Oversee platform usage to ensure contract compliance and track engagement metrics.
- Manage user creation, maintenance, deletion, and setup automation processes across platforms, including onboarding and training.
Data Integrity & Maintenance:
- Edit, purge, and maintain data consistency, ensuring feedback sources remain up-to-date and accurate.
- Improve and optimize text models (e.g., categorizing verbatim responses), monitoring uncategorized rates and simplifying structures.
Analytics, Reporting & Dashboard Design (especially on Discover):
- Analyze survey and platform data, including scores and verbatim responses, to uncover actionable insights and generate compelling narratives.
- Design and create dashboards and reports tailored to the needs of various management levels.
Training & Documentation :
- Develop documentation, training processes, and onboarding materials to support effective platform use and stakeholder understanding.
Strategy Development for System Reliability & Future Improvements :
- Monitor and maintain system integrations (e.g., call transcription APIs in Genesis/Discover) to enhance overall platform performance and user experience.
- Translate business strategy into tool strategy with an eye for “future/improved” state.
What We’re Looking For
As a Staff Customer Experience Analyst, your background will look like:
- 2-5 years of Qualtrics and Clarabridge (especially Designer, Studio, Connectors) platform management experience preferred.
- Proven experience with text analytics and customer feedback setup and deployment.
- Strong strategic and tactical skills with the ability to adapt quickly.
- Self-motivated in driving data consistency and integrity.
- Experience with Voice of the Customer programs.
- Excellent analytical and storytelling abilities to derive meaning from data and bridge customer voice to business actions.
- Experience in querying databases (SOQL) is a plus.
- High-tech SaaS industry experience preferred, or have experience with online businesses/ecosystems
At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally. Learn more.
Annual Base Salary Range: $95,000.00 - $158,000.00
The above shows our ranges from minimum to maximum. Your compensation will be determined based on your location, experience, and the pay of employees in similar positions. You will also be eligible for a variable pay component and benefits.
Top Skills
What We Do
Making IT easy, anywhere. Since day one, we’ve helped people and businesses do their best work – simply and securely – from anywhere. Today, work and life are intertwined. At GoTo, we help you focus on the things that matter most throughout the day: your projects, your professions, and even your personal passions.
