Services Operations Analyst - GTM Operations

Qualtrics • Provo, UT

18h • Hybrid

About The Position

As a part of our team, you will focus on creating internal programs, plays, and content targeted at our biggest growth opportunities and risk areas for our GTM teams. You will work closely with members of the Qualtrics Leadership, Customer Success, Sales, Product Management, Product Marketing, Solution Strategy, and Enablement teams to help identify strategic priorities for the business, develop go-to-market plans, and help the team execute on product-focused initiatives.

Requirements

• 5-10 years of relevant experience in Customer Success or Sales Operations, Finance or Management consulting
• At least 3 years of experience in the software industry and cloud platform businesses.
• Experienced with Excel/Google Sheets
• Proven ability to successfully build scalable business operations, track, prioritize, and drive multiple concurrent projects from beginning to end.
• Strong data analytics and translation skills. Ability to find key themes in the data, develop strategies based on the themes and align stakeholders.
• Strong written and visual presentation skills.
• Entrepreneurial spirit with a high tolerance for ambiguity and complexity.
• Ability to be efficient with limited resources, to understand business needs and to communicate and present to Senior Management effectively.
• Ability to work cross-functionally across the business.
• Provide structure to ambiguity to enable key decision-makers to make the best decision possible.
• In many cases developing recommendations based on facts and your holistic understanding of the situations.
• Detail-oriented person with a natural curiosity that helps them deeply understand problems and how best to solve them.

Nice To Haves

• Experience at a B2B SaaS company is a plus.
• This position is expected to build content that will be used directly with customers in a one-on-one setting by Customer Success.

Responsibilities

• Measure and optimize service offerings to help drive better customer experiences, improve renewal rates, and increase ACV.
• Identify and create improved processes related to driving new ACV, increasing renewal rates, and/or saving time for the field teams.
• Develop playbooks that help managers/account teams spend their time doing the things that most impact their team’s performance in hitting their key metrics.
• Drive increased renewal rates and new business by giving weekly report outs to the product leadership teams on renewal and growth performance.
• Increase new business by planning targeted campaigns and plays for key growth strategies.
• Focus on increasing customer usage by planning product-focused Customer Success enablement sessions.
• Ensure our customers and product managers are in close contact by facilitating a Customer & Product Management connect program.

Benefits

• Commuter Benefits: We offer a generous monthly allowance to be used for transportation and to help you commute to the office.
• Wellness Reimbursement: This can be put toward wellness activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed