Digital Customer Success Analyst - Global
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?
The Challenge
The Customer Success Team is at the heart of Qualtrics. We partner with our customers throughout their experience journey and help them unlock the most value from our products and services. We understand our customers’ goals and, as trusted advisors, recommend solutions to the challenges they face. We are looking for scrappy and collaborative individuals to join our group and have a huge impact on customer retention and maturity. We have ambitious members on this team, and are always looking for more amazing talent!
Qualtrics is seeking a Digital Customer Success Analyst 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.
What Success Looks Like in the Role:
You will know you are doing an extraordinary job when your customers renew and expand their usage of Qualtrics. You bring customer empathy combined with data-driven decision-making skills and can translate complex product and commercial data insights into trends and opportunities to power high-quality marketing content. You have strong organizational skills, can juggle multiple priorities, and are a great communicator who empathizes with your audience. You are inventive in the face of challenges, you use your expertise to consult on best practices, and refuse to give up until our clients succeed. You are excited about innovating, developing, and executing on infrastructure and tooling to deliver targeted, personalized, and predictive experiences across in-product and marketing channels.
A Day in the Life:
- Drive Customer Success by converting users in a client organization into Qualtrics champions
- Lead the global Digital CSM program infrastructure and metrics to deliver integrated programming across digital and human-touch activities, and front-line engagement.
- Deliver analytical insights to drive customer value realization at scale through the 1:many human and 1:many digital interaction channels
- Operationalize insights that assist Customer Success teams in driving renewal and expansion at a Global scale
- Work with internal CS stakeholders as well as stakeholders from other Qualtrics teams to craft projects that will lead to meaningful business impact
- Perform ad-hoc analyses and generate reports to leadership
- Work across different teams to collaborate on projects that improve data quality and accuracy
- Build the strategy for the ongoing Digital CSM model and infrastructure needed to add offerings to the ‘Scale-as-a-Service’ model.
- Contribute to the strategy and stakeholder management around content and messaging, development and implementation of high-value assets to improve customer retention
- Use quantitative methods and develop statistical models to derive actionable insights, patterns & outcomes from data
- Develop front-end solutions and design/develop and implement software
- Perform project management activities, such as tracking deliverables, creating status reports, managing resource plans and monitoring successful achievement of project goals
- Help the CS organization drive digital transformation by pivoting from ‘digital as a tier’ to being ‘digital-first’ through interactive consumer experiences, new applied intelligence, and digital reinvention of industry.
- Partner closely with our CS Operations, Global Operations, and the Customer intelligence team and establish yourself as the subject matter expert across the company to deliver scalable infrastructure for the Digital CS program
- Collaborate cross-functionally to improve overall customer experience leading to greater satisfaction and loyalty among our clients
- Motivate your clients to carry their love of Qualtrics to other organizations
Minimum Qualifications
- Bachelor’s degree, Preferred Computer Science, Management Information Systems, Informatics, Engineering major
- Minimum 2-3 years of hands-on experience in Product analytics, Customer Insights, Data Analysis, Program/Project Management and/or Customer Success experience
- Customer Success experience a plus
- Intermediate to advanced proficiency with Salesforce.com
- Experience building and launching digital and nurture programs to drive qualified leads to sales or customer renewals
- Technically capable, excellent communicator
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
Qualtrics is an Equal Opportunity Employer
Qualtrics provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.