Customer Success Associate

3 days ago

Singapore Qualtrics Full time

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**:
Customer Success (CS) at Qualtrics partners with our customers to help them deliver better customer and employee experiences and to mature their Experience Management (XM) programs; and our Customer Success Associate (CSA) role provides invaluable support and partnership to the various CS teams as we seek to deliver on that mission and are a key part of the team’s continued success.

As a CS Associate, you will partner with a CS team to support the successful delivery of business and customer results while you learn alongside them through training, hands-on experience, and 1:1 mentorship.

Given the breadth of experiences this role will provide, it creates an excellent opportunity to not only learn our business and customers - opening up numerous career opportunities within Qualtrics - but also create meaningful growth and personal development for you.

We are looking for passionate, driven, and innovative associates from diverse backgrounds who are hungry to grow in a continually changing environment and are excited to experience hyper-growth first hand at a company that is building an entirely new category: XM.

At Qualtrics, we believe deeply in our values and are looking for associates that embody these values: TACOS - (T)RANSPARENCY - (A)LL IN - (C)USTOMER OBSESSED - (O)NE TEAM - (S)CRAPPY. Are you ready to join the Qualtrics rocket ship?

**Expectations for Success**

You will develop strong knowledge of how the CS team works, and providing support and efficiency for the team

Managing high volume of small renewal discussions alongside our Renewals team. Opportunity to define and optimise process. Supporting general Customer Success business.

Key skills you will need to demonstrate:

- Efficiency, focus, alignment to process
- Attention to detail
- Reporting and summarising information
- Prioritising and balancing workload
- Partnership with CS team
- Coordination and communication
- Identify opportunities to improve processes and bringing them to life

**A Day in the Life**

Partner with your CS team to deliver incredible customer and business impact

Activities include:

- Identifying the right contacts in accounts where the key contact may have changed
- Negotiating small downsells and building options
- Managing renewal forecasting and renewal coordination for small renewals
- Improving the small renewal process - getting creative and finding opportunities to streamline processes and do things better
- Managing security questionnaire question requests from customers
- Monitoring partner and internal implementation projects

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