Digital Customer Success Analyst

At Qualtrics, we create software 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 18K clients globally. Building a category takes grit, determination, and a disdain for convention—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 aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, 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 6,000 people across the globe who think that’s work worth doing.

• 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, and know how to translate visionary strategy into well organized automations and campaigns
• 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.

• Contribute to the strategy and stakeholder management around content and messaging, development and implementation of high-value assets to improve customer retention
• 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

• Operationalize insights that assist Customer Success teams in driving renewal and expansion at a Global scale
• 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.
• Motivate your clients to carry their love of Qualtrics to other organizations

• Bachelor’s degree
• 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

• Define and instrument thoughtful automations 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
• Work with internal CS stakeholders as well as stakeholders from other Qualtrics teams to craft projects that will lead to meaningful business impact

• Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours
• Qualtrics Experience Program - $1,800 for an experience of your choosing (eligible after a year)
• 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 offices

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.

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