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
Maintaining productivity and impact: You consistently resolve customer inquiries effectively while maintaining high quality standards.
Supporting retention: You help retain and expand client subscriptions, the lifeblood of the SaaS business model.
Driving cross-functional execution: You drive critical internal processes forward from collaborating with legal on contract updates to partnering with security on customer-specific analyses while owning the end-to-end interaction with our customers.
Demonstrating a growth mindset: You exhibit a bias for continuous improvement and process optimization.
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, Zuora, and Ironclad) 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
What We’re Looking for on your CV
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
University 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
Collaborative Culture: We operate in an open office environment where you collaborate directly with fellow associates and cross-functional teams to resolve complex customer inquiries.
Established & Scaling: Having built a strong foundation over the past year, our team is now focused on scaling our impact, optimizing workflows, and developing talent. These experiences fuel meaningful career mobility across Qualtrics.
High Impact & Problem Solving: This is an operational, highly cross-functional role. We look for team players who enjoy taking ownership, solving puzzles, and getting things done.
Our Team’s Favourite Perks and Benefits
A comprehensive total rewards package consisting of base, incentives and generous benefits. We believe in sharing Qualtrics success which is part of the compensation for all employees.
Private health insurance - top of the range coverage for medical and extras benefits.
$425 Quarterly Wellness Stipend - we take care of your physical and mental wellbeing with a fantastic reimbursement program.
Commuter allowance - we take care of your public transport expenses to the office!
Hybrid working environment - 3 days in office, 2 from home.
Catered lunches in our North Sydney office. We also have a well-stocked kitchen full of snacks, drinks and other goodies.
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 organisational 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. #hybrid
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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#hybrid
