Customer Success Scale Associate - Enterprise at Qualtrics

| Seattle
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Why Qualtrics?

Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-data™. The Qualtrics XM Platform™ is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 10,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands. Qualtrics was recently acquired by SAP, and together we will accelerate XM and power the experience economy. Join us on this adventure that can open many doors! Join a company that is dedicated to your ideas and growth, recognizes your unique contribution, fills you with purpose, and provides a fun, flexible and inclusive work environment.

The Challenge

Qualtrics is seeking a Scale Associate who can ensure our customers are lifetime Qualtrics champions. If you are creative, a superb communicator and problem-solver, have the ability to build positive relationships and want to work at a fast-growing tech company, Qualtrics could be the place you’ve been dreaming about.

Part advisor, project manager, consultant, and digital marketer, this role will challenge your analytical, creative and customer-facing skills. You will advise and guide a wide variety of customers, ensuring they launch the product, adopt it widely and realize business value through their use of the platform. You will do this through value-add engagements with customers at key touchpoints in the customer journey.

Scale Associates work with customers either in 1:1 engagement for high impact objectives, or by running 1: many successful digital programs to impact customers and build trust. You will need to partner closely with Account Executives to understand customers’ business objectives and help to identify ways we can deliver increased value.

Expectations for Success

You are ready to build the next generation of experience management at scale. You will know you are doing an outstanding job when your customers renew and expand their usage of Qualtrics. You have excellent advocacy and advisory skills and enjoy driving decisions with program leaders in the enterprise customer segment. You have strong organizational skills to juggle multiple priorities and are a great communicator who empathizes with your audience. You are inventive in the face of challenges, use your expertise to consult on best practices, and refuse to give up until our clients succeed. You are excited to design and build digital touch programs to strengthen customer relationships with the high-touch service experience.  

A Day in the Life
  • Drive Customer Success at Scale by converting users into Qualtrics champions in the Enterprise Business Segment 
  • Understand customers’ business challenges and industry trends and prepare content that consults users on how to fully utilize the Qualtrics platform
  • Develop relationships with select influential users in a customer organization and convert them into Qualtrics champions while also nurturing a high-volume of customers via digital touch.
  • Handle a portfolio of 250+ enterprise customer accounts and consult select top strategic account customers in their journey to increase research volume and quality through their adoption of Qualtrics
  • Partner with product managers to develop campaigns, webinars and customers success marketing programs by customer and lifecycle cohorts to improve personalization, messaging strategies and offers 
  • Work closely with the Growth and Product Marketing team to identify in-product initiatives and customer experiences to improve retention for the enterprise customer segment.
  • Diving deep into engagement and retention performance, and report on weekly progress with leadership.
  • Motivate your clients to carry their love of Qualtrics to other organizations
  • Implement standard methodologies in market research across a variety of use cases and industry verticals
  • Establish success plans for strategic accounts that clarify customer goals and enable them to measure their progress while also building at-scale success plans based on industry vertical and spend-tiers. 
  • Prepare content that educates users at scale on how to fully utilize the platform
  • Advocate for the needs of customers to leaders in different departments
  • Raise critical customer concerns internally and mobilize resources to resolve issues
  • Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
  • Monitor Customer Health Metrics and product engagement and intervene as early as possible when risks and problems arise
  • Conduct regular business reviews to celebrate positive outcomes and see opportunities for growth
  • Motivate our customers to conduct more research and carry their love of Qualtrics to other organizations
What differentiates us from other companies:
  • Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
  • Qualtrics Experience Program - $1,500 for an experience of your choosing (eligible after a year)
  • We take pride in our offices design aiming at fostering creativity from our rooftop views to an open and collaborative work space.
  • 30 paid days off - 15 PTO + 5 Personal Days + 10 Holiday Closures (additional after a year)
  • On top of standard benefits package (medical employees and their families, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our office
  • We believe in sharing Qualtrics success which is part of the compensation for all employees

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

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • We are an open language company so we do not specify on languages and accept all that are helpful toward the product.Languages
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • AsanaManagement
    • WordpressCMS
    • Qualtrics PlatformCMS
    • SalesforceCRM
    • Qualtrics iQ DirectoryCRM
    • Qualtrics PlatformEmail
    • Adobe CampaignLead Gen
    • MarketoLead Gen
    • MixRankLead Gen
    • RapportiveLead Gen
    • Qualtrics PlatformLead Gen

Location

The office experience is a 5-minute walk from Pioneer Square. The rooftop deck overlooks the Puget Sound and downtown Seattle.

What are Qualtrics Perks + Benefits

Qualtrics Benefits Overview

TOTAL REWARDS
The term “benefits” doesn’t really do our employee rewards program justice. We provide medical, dental, and vision insurance, 20+ days of annual leave, generous retirement fund contributions, bonuses, and tons of career mobility.

WORK HARD/PLAY HARD
For every bit of hard work we put in, we have twice the fun. Whether that means taking a break in a massage chair or hitting the slopes after work, Qualtrics makes sure that employees take time to recharge and live it up.

UPWARD MOBILITY
Because we’re a hyper-growth company, getting promoted and taking on more opportunities is always an option. We hire individuals who have what it takes to quickly step into the next role and take on opportunities beyond their core job description.

OFFICE PERKS
We believe in a workspace that allows you to take a breather and pepper fun throughout your day. Grab a beer in the Dublin office pub, enjoy Seattle’s rooftop patio overlooking the Puget Sound, or raid one of the many kitchens around Provo’s office.

HIGH BAR
We don’t hire cutthroat individuals who only care about themselves. We’re looking for top performers with a wide array of professional and personal experience. Our employees are driven, intelligent, diverse and interesting people who work well in teams and know how to have fun.

GLOBAL
Qualtrics employees are plugged into a network of experienced professionals around the globe. With weekly company-wide video meetings and our own internal social network, employees get global experience and stay up-to-date on what’s happening across the organization.

Culture
Partners with Nonprofits
We go beyond partnering with nonprofits. For Qualtrics, 5 For the Fight is our company's core nonprofit focus. Discover the whole story at www.5ForTheFight.org. We're #AllIn until cancer gives in.
Friends outside of work
Eat lunch together
Intracompany committees
From WLD, Q&able, Q-Salute, Q-Pride, and Mosaiq to the Dream Team, the Green Team, and hosts of other community-founded groups, you'll find a variety of committees which drive community at Qualtrics.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Adoption Assistance
We reimburse up to 10000 for eligible adoption expenses and 6 weeks of paid leave for the parent who is taking the role as the primary caregiver.
Return-to-work program post parental leave
Company sponsored family events
Qualtrics has several events during the year that look to actively include our families, from the annual summer party to welcoming your family on-site for visits.
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
We serve free lunch on Monday, Wednesday, Friday. On Tuesday and Thursday, we offer a subsidized food ordering option. We have breakfast items (cereals, yogurts, etc.) every day of the week.
Game Room
Stocked Kitchen
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Lunch and learns happen on different occasions. Many times, these are sponsored by the Q Groups or another group looking to help spread messaging and education about key topics.
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Cross-department program, Career mentoring, Leadership mentoring.

Additional Perks + Benefits

We additionally cater snacks to the company all-hands meeting each week. You can expect to find semi-annual swag distributions (summer & winter), as well as swag giveaways in the offices. Our Benefits team has always looked to maximize our benefits. We additionally will have times where tickets to local games/events are on offer or will work as a group to purchase tickets for a variety of activities.

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