Senior Client Support Analyst

About the Position

Senior Client Support Analyst

Chicago, Illinois, United States

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.

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.

Responsibilities

• 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.

Requirements

• Experience: 2–4+ years of experience in a Client Support Specialist or similar client-facing role managing large, strategic accounts.
• Education: Bachelor’s degree required.
• Technical Skills: Proven proficiency with Microsoft Office (Excel, Word, Outlook).
• Analytical Skills: Demonstrated ability to analyze contract details, budgets, and multi-source data to create survey plans.
• Organizational Skills: Track record of managing complex client accounts independently with strong organizational skills and attention to detail.

Nice to Have

• Strategic Account Management
• Cross-Departmental Collaboration

We Offer

• 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.

About the Company

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 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.

Illinois Base Annual Pay Transparency Range

$73,500-$89,000 USD