**Job Title:** Online Customer Success Officer
**Company:** Qualtrics
**Location:** Columbus, Ohio, US
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 2
**About Us:**
At Qualtrics, we empower organizations to manage customer, employee, product, and brand experiences. Our leading experience management platform helps businesses ask the right questions and extract the right insights to drive their strategies. Our culture is rooted in understanding and empathy, creating an environment where innovation and collaboration thrive.
**Job Summary:**
Qualtrics is seeking an energetic and resourceful Online Customer Success Officer to join our team in Columbus, Ohio. This part-time position is ideal for an individual who is passionate about customer service and is dedicated to ensuring our clients achieve success through the use of our platform. In this role, you will serve as a vital point of contact, helping our customers maximize the value they derive from Qualtrics products and services.
**Responsibilities:**
1. **Customer Onboarding:**
- Facilitate the onboarding process for new customers, ensuring they fully understand how to utilize Qualtrics products effectively.
- Create and implement tailored onboarding plans based on customer needs and objectives.
2. **Customer Interaction:**
- Engage with customers via online chats, emails, and video calls to address inquiries, resolve issues, and offer guidance.
- Conduct regular check-ins with assigned customers to monitor their satisfaction and provide ongoing support.
3. **Insights and Analysis:**
- Analyze customer feedback and usage data to identify trends, areas for improvement, and opportunities for upsell.
- Prepare and deliver insights-driven reports to customers that demonstrate the impact of Qualtrics solutions on their business outcomes.
4. **Training and Support:**
- Develop and conduct product training sessions, webinars, and workshops to empower customers to use Qualtrics tools confidently.
- Create resource materials, such as FAQs and user guides, to facilitate self-service support for customers.
5. **Collaboration:**
- Work closely with the sales and product teams to ensure a seamless customer experience and provide feedback on customer pain points.
- Partner with marketing to develop campaigns or materials that enhance customer engagement and satisfaction.
6. **Continuous Improvement:**
- Identify process inefficiencies and recommend improvements to enhance customer success strategies.
- Stay updated on product features and industry trends to provide informed recommendations to customers.
**Requirements:**
- **Experience:**
- Minimum of 2 years of experience in a customer success, support, or similar role, preferably within a tech or SaaS environment.
- **Education:**
- Bachelor's degree in business, communications, or a related field is preferred.
- **Skills:**
- Excellent verbal and written communication skills, with the ability to convey complex information in an accessible manner.
- Proficient in using various customer relationship management (CRM) tools and online collaboration platforms.
- **Personality Traits:**
- Energetic: Bring enthusiasm and positivity to the role, driving customer engagement.
- Resourceful: Find creative solutions to customer challenges, leveraging available resources effectively.
- **Soft Skills:**
- Strong planning and organizational skills to manage multiple tasks and customer accounts simultaneously.
- Innovative mindset: Generate new ideas and approaches to enhance customer experience and satisfaction.
**Benefits:**
- Joining Bonus
- Free accommodation
- Free food
**Working Environment:**
At Qualtrics, we prioritize understanding and empathy in all interactions. We believe in creating a supportive and inclusive workplace where every team member is empowered to contribute to the success of our customers and each other.
**Deadline to Apply:**
All applications must be submitted by October 19, 2024.
**Equal Opportunity Statement:**
Qualtrics is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
