SaaS Account Services Specialist

Qualtrics; Sydney; Hybrid; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Private health insurance

Wellness stipend

Commuter allowance

Hybrid work model

Catered lunches

Job summary

Qualtrics in Sydney, Australia, is seeking an Account Services Associate to support customers at critical moments, drive renewals, and collaborate with Sales and cross-functional teams.

You will become a subject-matter expert in customer processes, manage inquiries via email, chat, and phone, and help optimize workflows to scale our support for global clients. The role offers hybrid work and a growth path.

Qualifications

• Bachelor’s degree from an accredited university.
• Experience in SaaS, strategy, consulting, customer service, operations, technology, sales, customer success, or equivalent.
• 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.

Responsibilities

• Own end-to-end customer interactions, including invoicing, provisioning, payment processing, and more.
• Evaluate and action crediting requests via contractual analysis and impact assessments.
• Engage with internal stakeholders to ensure timely renewals, invoicing, payment, account health data capture and compliance with customer security requirements.
• Communicate effectively with customers across email, chat and phone.
• Be an expert in Salesforce, Zuora, and Ironclad 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.
• Identify 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.

Skills

SaaS experience

Customer service

Account management

Education

Bachelor’s degree

Tools

Salesforce

Zuora

Ironclad

Job description

Qualtrics in Sydney, Australia, is seeking an Account Services Associate to support customers at critical moments, drive renewals, and collaborate with Sales and cross-functional teams.

You will become a subject-matter expert in customer processes, manage inquiries via email, chat, and phone, and help optimize workflows to scale our support for global clients. The role offers hybrid work and a growth path.