Senior Specialist, Account Services - Japan

At Qualtrics we create software that the worlds 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 18000 clients globally. Building a category takes grit determination and an appreciation for the unconventionalbut 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 youll be part of a nimble group thats 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 wont have to look to find growth opportunities theyll find you. From retail to government to healthcare were on a mission to bring humanity connection and empathy back to business. Join over 5000 people across the globe who think thats work worth doing.

Account Services Associate - Japan

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).

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 dont shy away from the change involved with setting up a new team.

How Youll Find Success

Youll know youre doing a great job in this role when:

• Delighting customers by becoming a customer process subject-matter expert taking initiative and getting things done quickly and consistently
• 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

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.

How Youll Grow

• Your 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
• 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 Youll 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
• Communicate effectively with customers across a range of channels including email chat and phone
• 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

What Were Looking for on your Resume

• Bachelors degree from an accredited university
• 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 Japanese
• 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 Japanese 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 Teams Favorite Perks and Benefits

• A 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.
• Private health insurance - top of the range coverage for medical and extras benefits.
• Annual Experience Bonus - we want to facilitate some great experiences for our employees. Put this bonus towards an experience youve always wanted to have!
• Quarterly Wellness Stipend - we take care of your physical and mental wellbeing with a fantastic reimbursement program.
• Free lunch in our Japan office. We also have a well-stocked kitchen full of snacks drinks and other goodies.

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 ActEqual Opportunity EmploymentEmployee 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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