Services Operations Analyst - GTM Operations

Qualtrics; Provo (UT); Hybrid; USD 85,000 - 120,000; Full time

Benefits offered by this job

Workspaces

Commuter Benefits

Wellness Reimbursement

Job summary

Qualtrics is seeking a Services Operations Analyst - GTM Operations to drive high-priority programs across Customer Success, Sales, and Enablement. You will build scalable processes, develop go-to-market plays, and coordinate with senior leadership to identify strategic priorities.

You’ll analyze data to extract trends, create playbooks, and push for renewal growth with cross-functional teams, including Product and Marketing, while managing multiple initiatives with executive sponsorship.

Qualifications

• 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, ideally B2B SaaS.
• Strong data analytics and ability to translate data into strategy for executives.
• Proven ability to build scalable operations and manage multiple projects end-to-end.

Responsibilities

• Support GTM Programs by planning, project management, and execution of high-priority initiatives.
• Measure and optimize service offerings to improve renewal rates and ACV.
• Develop playbooks to help managers spend time on high-impact activities.
• Drive weekly updates to product leadership on renewal and growth performance.
• Plan targeted campaigns and plays for key growth strategies across product lines.
• Facilitate Customer Success enablement sessions to increase product usage.

Skills

Data analytics

Stakeholder management

Cross-functional collaboration

Presentation skills

Ambiguity tolerance

Tools

Excel

Google Sheets

Job description

At Qualtrics, we create software the world’s 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 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but 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, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing.

Services Operations Analyst - GTM Operations

Why We Have This Role

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.

How You’ll Find Success

• Able to build and maintain strong senior relationships. Can push senior leaders to make decisions and take action.
• Can drive consensus with various stakeholders and is able to align on next steps and take action to move forward through very ambiguous situations.
• Able to execute and finish large impact projects while designing scalable and repeatable processes.
• Enjoys working with and leading others who aren’t part of their specific organization. Understands how to build credibility and influence others to achieve an objective.
• Strong data analytics and translation skills. Ability to find key themes in the data, develop strategies based on the themes.

How You’ll Grow

• In this role, you will be able to grow from handling one part of a very large project all the way up to owning a large program that has executive sponsorship
• You will be able to dig into details of spreadsheets and present to C level executives
• You will have autonomy to identify large company challenges and put together a plan and go and fix them

Things You’ll Do

• As a member of the GTM Programs team, you will be working on critical field programs that span all product lines and align to company big bets. Our team members will contribute to these high-priority initiatives by taking part in the planning, project management, and execution of these key company initiatives, and by leading cross-functional work streams. Example projects include:
• 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.
• Additional example responsibilities may include:
• 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.

What We’re Looking For On Your Resume

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

What You Should Know About This Team

• This team is very tenured at Qualtrics (average 6 years) and has great relationships in various departments
• We play a key role across teams and departments at Qualtrics and get to work on important projects that have regular executive level visibility
• Small close-knit team that enjoys working with each other and working on a variety of different projects that take the team across the globe

Our Team’s Favorite Perks and Benefits

• Workspaces: We have quiet spaces to take a call or for deep thinking, and other spaces dedicated to collaboration.
• 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.

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. #hybrid

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 Act (https://www.dol.gov/agencies/whd/posters/fmla) , Equal Opportunity Employment (https://www.eeoc.gov/poster) , Employee Polygraph Protection Act (https://www.dol.gov/agencies/whd/posters/employee-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.