Account Services Associate

hace 2 meses

Ciudad de México CDMX Qualtrics A tiempo completo

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 microphone 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.

**Account Services Associate**

**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).

**How You’ll Find Success**

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

- You maintain a strong productivity score (e.g. how many customer inquiries you were able to resolve)
- You help retain and expand client subscriptions, the lifeblood of the SaaS business model
- You 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
- You demonstrate a growth mindset and bias for continuous improvement

**How You’ll Grow**
- Help companies realize the value of their XM programs, through your exceptional business support and customer obsession
- Improve 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

**Things You’ll Do**
- Own end-to-end customer interactions, assisting customers in critical moments such as invoicing, provisioning, payment processing, and more
- Evaluate and action crediting requests via contractual analysis and impact assessments
- Engage with internal stakeholders and systems to ensure timely renewals, invoicing, payment, account health data capture and compliance with customer security requirements
- Be an expert in a wide range of technical, analytical tools, including Salesforce, Amplitude, and Netsuite, to support our customers and assist account teams internally
- Research and summarize key materials to answer client questions around Experience Management, manage client escalations, and track internal progress
- Play a role in identifying opportunities to streamline and improve business critical, end-to-end processes
- Work with your team to solve customer questions in an in-office environment three days a week

**Role Requirements**
- Full-time Sunday through Friday
- Return to Office 3 Days a Week
- Some overtime staffing required
- Holiday coverage
- Weekend coverage
- Standard overtime
- Extra staffing calendar will be scheduled 1 month in advance, and will be compensated with a day in lieu

**What We’re Looking For On Your Resume**
- Bachelor’s degree from an accredited university
- Ability to speak Portuguese in an advanced or professional working proficiency
- Any experience in SaaS, strategy, consulting, customer service, operations, technology, sales, customer success, or an equivalent field would be beneficial
- Strong prioritization skills with the ability to be proactive
- Strong proficiency in written and spoken English
- Desire to improve processes and work through ambiguity
- Interest in the technology industry

Preferred Qualifications
- College Degree in Business Administration, Accounting, or Commerce
- Experience supporting English speaking customers
- Proficiency in MS Word, MS Excel and MS Outlook

**What You Should Know About This Team**
- We 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
- This 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
- This 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

**Our Team’s Favorite Perks and Benefits**
- Competitive s

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