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 plays an important role in the adoption of the Qualtrics platform at each of our customer organisations. From the initial on-boarding to ongoing adoption, we assist customers throughout their lifecycle, helping them unlock the most value from our platform. We understand their programme and business goals and, as trusted advisors, support their programme needs. As we grow the team in EMEA, we are looking for a Customer Success Support Associate (CSSA) in the region to support our Customer Success Representatives (CSRs) in their day to day role.

In this role, you will support CSRs to ensure our clients receive the best experience. This will involve managing a number of different types of internal requests, including; support escalations, feature requests, finance/renewals requests, marketing requests, legal and security questions as well as supporting customer and industry research and other requests to support the success of the CSR. Over time, you will help to improve our internal processes to maximise the efficiency of the CSRs. You will engage with Customer Success and other business areas at Qualtrics, allowing you to grow in this role.

Ultimately you will work closely with CSRs to ensure our customers are getting value from the Qualtrics platform. If you are a superb communicator and technical 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.

The Expectation for Success

You will know you are doing an outstanding job when our CSRs are enabling our customers to have a great experience and any issues are quickly resolved, supporting the renewal and expansion of their usage of Qualtrics. You have excellent organisational skills to juggle multiple priorities and are a great communicator who empathises with your audience. You can manage the timing and execution of critical projects and possess the ability to approach problem solving in a creative way.

Expected Requirements

• Recent graduate, ideally 2+ years experience with a minimum of a Bachelor’s degree
• Fluent in Business English (written and spoken)
• High energy, self-starter comfortable with ambiguity in entrepreneurial environments
• Excellent analytical and problem-solving skills
• Strong communication and relationship building skills
• Detail-orientation with an ability to prioritise and meet deadlines
• Strong customer-oriented attitude and drive to deliver a good service and results
• Interest in Technology / SaaS industry

Even Better if you Have ...

• Previous experience in a customer facing role, account management and/ or project management
• Fluency in another European language

A Day in the Life

• Prioritisation and end to end ownership, including communicating with internal colleagues and customers of the following different types of requests:
• Support escalations
• Onboarding
• Feature requests
• Finance/renewals
• Product usage deep-dives
• Customer/industry research
• RFI/RFP
• Legal
• Security
• Marketing
• Customer research
• Other, as relevant
• Working closely with Customer Success Representatives and Customer Success Leadership