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.

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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.

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Account Services Associate - Japan

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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 touchpoints (e.g., license renewal).

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The Account Services Associate role is pivotal in this mission to ensure customers are well supported during moments that matter, while enabling Sales and XM Success teams to prioritize new customer sales and 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 new team, you have the unique opportunity to contribute to the shape of the role in its early stages. We are looking for candidates who are excited to contribute their learnings in this way and don’t shy away from the change involved with setting up a new team.

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How You’ll Find Success

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You’ll know you’re doing a great job in this role when:

\n\nDelighting customers by becoming a customer process subject-matter expert, taking initiative and getting things done quickly and consistently\nYou maintain a strong productivity score (e.g. how many customer inquiries you were able to resolve)\nYou help retain and expand client subscriptions, the lifeblood of the SaaS business model\nYou drive critical internal processes forward, from collaborating with legal on a contract update to partnering with security on a customer specific analysis, while owning the end to end interaction with our customers\nYou demonstrate a growth mindset and bias for continuous improvement\n\n

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. 

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How You’ll Grow

\n\nYour 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\nHelp companies realize the value of their XM programs, through your exceptional business support and customer obsession\nImprove 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! \n\n

Things You’ll Do 

\n\nOwn end-to-end customer interactions, assisting customers in critical moments such as invoicing, provisioning, payment processing, and more\nEvaluate and action crediting requests via contractual analysis and impact assessments\nEngage with internal stakeholders and systems to ensure timely renewals, invoicing, payment, account health data capture and compliance with customer security requirements\nCommunicate effectively with customers across a range of channels including email, chat and phone\nBe an expert in a wide range of technical, analytical tools, including Salesforce, Amplitude, and Netsuite, to support our customers and assist account teams internally\nResearch and summarize key materials to answer client questions around Experience Management, manage client escalations, and track internal progress\nPlay a role in identifying opportunities to streamline and improve business critical, end-to-end processes\nWork with your team to solve customer questions in an in-office environment three days a week\n\n

What We’re Looking for on your Resume

\n\nBachelor’s degree from an accredited university\nAny experience in SaaS, strategy, consulting, customer service, operations, technology, sales, customer success, or an equivalent field would be beneficial\nStrong prioritization skills with the ability to be proactive\nStrong proficiency in written and spoken English\nDesire to improve processes and work through ambiguity\nInterest in the technology industry\n\n

Preferred Qualifications

\n\nCollege Degree in Business Administration, Accounting, or Commerce\nExperience supporting English speaking customers\nProficiency in MS Word, MS Excel and MS Outlook\n\n

What You Should Know about this Team

\n\nWe have an open office environment here at Qualtrics, so you collaborate with fellow account services specialists to find solutions for both our customers and our processes\nThis is a new and growing team where you will have an exciting opportunity to provide feedback, shape processes, and develop broad skills. These experiences will fuel future career growth with many options for upward mobility across Qualtrics\nThis is a highly collaborative role where you will engage with colleagues across the company. We are looking for team players who are excited about diving into ambiguity and solving tough problems\n\n

Our Team’s Favorite Perks and Benefits

\n\nA 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.\nPrivate health insurance - top of the range coverage for medical and extras benefits.\nAnnual Experience Bonus - we want to facilitate some great experiences for our employees. Put this bonus towards an experience you’ve always wanted to have!\nQuarterly Wellness Stipend - we take care of your physical and mental wellbeing with a fantastic reimbursement program.\nFree lunch in our Japan office. We also have a well-stocked kitchen full of snacks, drinks and other goodies.\n\n

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.

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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.

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

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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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