Manages complex healthcare client portfolios, maintaining patient experience survey configurations and ensuring CAHPS compliance. Analyzes contracts, budgets, and data to create survey distribution plans; investigates client requests, supports account teams, educates clients, and leads internal process improvements. The role also mentors associates, cross-trains teammates, and collaborates with technical and advisory teams to deliver accurate, timely client support.
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 microphone 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.
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 microphone 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.
Senior Client Support Analyst
Why We Have This Role
As a Senior Client Support Analyst, you will serve as a frontline expert managing and coordinating a diverse portfolio of our most complex, strategic healthcare accounts. You will act as the primary subject matter expert for patient experience surveying, data collection workflows, and CAHPS® regulatory compliance. Working collaboratively across internal advisory, account, and technical teams, you will ensure client requests are executed accurately, target timelines are met, and system configurations deliver continuous value. If you are detail-oriented, passionate about client success, and excel at translating complex data needs into seamless support operations, this role offers an ideal fit.
How You’ll Find Success
- Domain & Compliance Expertise: Serves as a trusted subject matter expert on patient experience surveying, data collection methods, and CAHPS® compliance guidelines.
- Strategic Account Management: Methodically monitors, maintains, and adjusts product configurations across enterprise healthcare system portfolios.
- Autonomous Problem Solver: Fully owns processes for investigating, assessing, and managing critical client requests with minimal oversight.
- Quality & Data Focus: Analyzes client budget and contract details alongside data streams to design and execute precise survey distribution plans.
- Leadership & Mentorship: Acts as a mentor to new associates and leads cross-departmental projects to refine internal support processes.
How You’ll Grow
- Expand your technical mastery of healthcare survey distribution systems, data analytics, and regulatory compliance standards.
- Deepen strategic account management expertise while supporting C-suite and leadership contacts across major health systems.
- Enhance your internal leadership profile by spearheading cross-departmental process improvement initiatives.
- Develop advanced capabilities in mentoring, onboarding, and coaching team members.
Things You’ll Do
- Manage Strategic Portfolios: Direct ongoing maintenance, updates, and setup for patient experience solutions across complex, high-value client accounts.
- Ensure Regulatory Compliance: Audit, interpret, and advise client and account teams on recurring monitoring metrics to maintain CAHPS® data collection compliance.
- Collaborate & Educate: Partner with assigned Account Advisors to educate clients on data collection processes, participating in key client calls as needed.
- Lead Internal Improvements: Lead or co-lead at least one annual cross-departmental project focused on developing or refining operational support processes.
- Mentor Team Members: Act as a team resource, mentoring new associates and cross-training across product suites.
What We’re Looking For On Your Resume
- 2–4+ years of experience in a Client Support Specialist or similar client-facing role managing large, strategic accounts.
- Bachelor’s degree required.
- Proven proficiency with Microsoft Office (Excel, Word, Outlook).
- Demonstrated ability to analyze contract details, budgets, and multi-source data to create survey plans.
- Track record of managing complex client accounts independently with strong organizational skills and attention to detail.
What You Should Know About This Team
- Quality & Compliance Driven: We uphold the highest standards of data integrity and regulatory compliance for our client health systems.
- High-Touch Collaboration: We partner seamlessly with Advisors, technical specialists, and market leads to provide comprehensive client support.
- Mentorship & Growth Culture: We value knowledge sharing, self-paced learning, and active peer mentorship within the team.
- Adaptable & Fast-Paced: We thrive in an innovative, evolving environment, managing multiple client timelines and service level agreements.
Our Team’s Favorite Perks and Benefits
- Comprehensive Health & Wellness: Premium medical, dental, and vision insurance options for you and your dependents.
- Continuous Learning & Mentorship: Access to structured eLearning programs, professional development, and internal cross-training.
- Generous Paid Time Off: Comprehensive paid vacation, sick time, and paid company holidays.
- 401(k) Retirement Plan: Matching company contributions to help secure your long-term financial future.
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,Equal Opportunity Employment,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.
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For full-time positions, this pay range is for base per year; however, base pay offered within this range may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer. Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, paid time off, a wellness reimbursement, and mental health benefits. For a detailed look at our benefits, visit Qualtrics US Benefits.
Illinois Base Annual Pay Transparency Range
$73,500—$89,000 USD
Qualtrics Chicago, Illinois, USA Office
Qualtrics Chicago Office
191 North Wacker Drive Suite 1200, Chicago, IL, United States, 60606
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