Skillbridge – Customer Success Internship

Qualtrics

  • Full Time

Skillbridge Customer Success Management Program

*This job is for candidates who are currently on active military duty and exiting the military within the next 12 months.

The Challenge

The Customer Success Team is at the heart of Qualtrics. From the initial on-boarding to ongoing adoption, we assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, recommend solutions to the challenges they face. We are looking for scrappy individuals to join our group and have a huge impact on customer retention and expansion. We have impressive members on this team, and are always looking for more amazing talent!

This role is part of the Skillbridge Program and is approved by the Department of Defense (DoD). Service members from any branch transitioning from active duty may apply if they meet the eligibility requirements. DoD Instruction 1322.29 allows service members to participate in the program with command approval. Your transition office will provide candidates with the necessary documentation to obtain approval. For further information about the DoD Skillbridge Program, visit: https://dodskillbridge.usalearning.gov/

Expectations for Success 

You will know you are doing an outstanding job when customers renew and expand their usage of Qualtrics. You have excellent organizational skills to juggle multiple priorities and are a great communicator who empathizes with your audience. You are inventive in the face of challenges, use your expertise to consult on best practices, and refuse to give up until our clients succeed. 

A Day in the Life (Internship)

  • Partner with your CS team to deliver incredible customer and business impact!
  • Surface and present actionable insights for the CS team to support Book of Business management and planning (e.g., attrition insights, renewal rate trends, NPS insights, XM product usage signals)
  • Build and coordinate relationships with cross-functional teams to manage growth opportunities, and actively partner with leadership on improvement opportunities
  • Engage with internal stakeholders and systems to ensure timely renewals, account health data capture and compliance with customer security requirements
  • Assist with (and own where appropriate) customer-facing events such as webinars, user groups, product demos, and XM Days and work with necessary internal teams to deliver
  • Research and summarize key materials to answer client questions around Experience Management, manage client escalations, and track feature requests
  • Own preparation for – and participate in – client meetings by gathering inputs and compiling data, building presentation decks, and organizing agendas and assist with follow up actions
  • Own critical closed-loop processes by following up with customers as part of Qualtrics’ CX programs 

A Day in the Life (Post-internship)

During the Skillbridge internship, candidates will build skills that enable them to: 

  • Own and manage a portfolio of customer accounts 
  • Drive Customer Success by converting users in a client organization into Qualtrics champions
  • Understand customers’ business challenges and industry trends and prepare content that consults users on how to fully utilize the Insight Platform
  • Establish success plans that clarify customer goals, consult with them on how to execute, and enable them to measure their progress
  • Collaborate cross-functionally to improve overall customer experience leading to greater satisfaction and loyalty among our clients
  • Motivate your clients to carry their love of Qualtrics to other organizations

Minimum Requirements

  • Bachelor’s degree or higher 
  • 3-6+ years work experience, military or civilian 
  • Comfort in working both autonomously and collaboratively
  • An ability to simplify and communicate complex concepts to various audiences
  • Detail-oriented with an ability to prioritize and meet deadlines
  • Excellent verbal and written communication skills 
  • Strong problem-solving skills

Preferred Requirements

  • An ability to grasp stakeholder’s needs and recommend value-added solutions
  • An ability to learn difficult concepts quickly and thrive in ambiguous situations

Future Benefits (upon successful completion of internship and full-time position approval)

  • Competitive salary
  • Semi-annual performance bonuses
  • Relocation bonus for out of state applicants
  • 30 paid days off: 15 PTO days + 5 Personal Days + 10 Holiday Closures (additional PTO with tenure)
  • Qualtrics Experience Program – $1500 for an experience of your choosing (eligible after one year)
  • Fun, inviting, and inclusive work environment made up of passionate, kind, and smart people who exemplify what it means to be a team

Qualtrics Q-mmunity

We are proud of the community that has developed at Qualtrics. Every day it becomes more robust and, along the way, it matures and develops us into a better team through education, focus, advocacy, and fun. It is a solidifying piece of the #OneTeam mentality that we operate with.

The Q-mmunity is essentially a mix of the Q Groups, our Corporate Social Responsibility groups, and other social groups. These groups include but are not limited to MosaiQ, Q Pride, Q&Able, QSalute, and Women's Leadership Development (WLD). Take a deeper look at our Q-mmunity here.