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Specialist, Enterprise Account Services
About the position
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 5,000 people across the globe who think that’s work worth doing. Specialist, Enterprise Account Services Why We Have This Role At Qualtrics, we recognize that our customers' success is integral to our overall success. The Provisioning team is dedicated to ensuring our customers have the appropriate access to all features and services associated with their licensed products. This role is essential in facilitating the smooth launch of new products, optimizing workflows, solving critical system issues, improving the provisioning automation, managing client escalations, and delivering exceptional service to our customers. As a Provisioning analyst you will collaborate closely with cross-functional teams, including Engineering, Product Management, Business Planning, Sales, Deal Desk and Customer Success. While your primary focus will be on supporting our customers & internal stakeholders, you will have opportunities to lead projects within the Customer Operations department that drive improvements and efficiencies, benefiting not only our team but the entire organization.
Responsibilities
- Manage the provisioning of customer accounts, ensuring access to licensed features and services.
- Become the technical subject-matter expert on our internal onboarding & provisioning system and the Qualtrics platform
- Collaborate with team members to identify and resolve provisioning issues and customer inquiries.
- Support the launch of new products and services by coordinating with relevant teams.
- Participate in designing and refining efficient workflows to enhance operational efficiency.
- Handle client escalations with a focus on delivering timely and effective resolutions.
- Provide best-in-class service by communicating effectively with internal and external stakeholders.
- Contribute to process improvement initiatives and project management efforts within the Customer Operations department.
- Respond to client onboarding and provisioning needs via phone, email, or zoom
- Adapt and learn as our products and technologies change
- Collaborate with fellow product specialists to find solutions for both our customers and our processes
- Help companies achieve their business/company goals, through your exceptional troubleshooting and technical expertise
- Improve your qualifications/technical skills (HTML, Javascript, CSS)
- Use your analytical and problem solving skills to respond to technical support needs
- Work with customers ranging our external clients to our internal colleagues including Sales, Customer Success, Support, Business Planning, Engineering, Product
- Help companies from startups to the Fortune 500 across all industries identify solutions to achieve their business goals
- Constantly learn and adapt as our products and technologies change
- Work with your team to solve customer questions in an in-office environment three days a week
Requirements
- Bachelor’s degree from a top university.
- Hard-working self-starter
- Excellent analytical skills
- Strong attention to detail
- Ability to communicate and teach complicated concepts.
- Detail-orientation with an ability to prioritize and meet deadlines.
- Interest in Technology/SaaS industry.
Nice-to-haves
- Technical or hard science major or minor.
- Prior instructing, research, or tutoring experience.
- Prior project management experience
- Coding classes and/or coding skills (MATLAB, R, Python, VB, Java, CSS, HTML, etc.).
Benefits
- Competitive salary, performance bonuses, generous 401(k) Match
- Wellness Reimbursement for \$300 per quarter for wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
- \$1800 Experience bonus to be used for an “Experience” of your choosing
- Unlimited Sick Days
- Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women’s Leadership Development, which exist as places for support, allyship, and advocacy.
- Free food and drinks, massage chairs, table tennis, an onsite gym and more
