Account Services Associate

At Qualtrics, we create software that 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 18,000 clients globally. Building a category takes grit, determination, and an appreciation for the unconventional—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 ambitious goals and move fast to achieve them. Strategic risks are encouraged, and complex problems are solved by collaborating and iterating until the best solution comes to light. You won’t have to look to find growth opportunities— 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.

Account Services Associate

Why We Have This Role

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 touch points (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 key supporting teams to prioritize new customer sales and strategic, 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 established and growing team, you will play an active role in driving operational efficiency and refining our workflows. We are looking for candidates who bring a continuous improvement mindset, take pride in problem-solving, and thrive in an evolving, collaborative environment.

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.