Customer Experience Intern

Job Description:

Duration: 12 weeks, 37.5 hours per week

Start Date: May 26 or June 8

At Vertex Inc., we create technology that empowers businesses—and we build teams that reflect the wide range of communities we serve. Our Customer Experience (CX) team is focused on delivering meaningful insights, operational excellence, and customer-centric innovation across the organization. As a Customer Experience Intern, you’ll support strategic initiatives that span customer feedback programs, Gainsight administration, customer advocacy, and data analytics. You’ll gain hands-on experience with industry-leading platforms and collaborate with cross-functional teams to help shape the future of customer success at Vertex.

What You’ll Experience

• Learn how customer feedback is captured across key touchpoints, transformed into actionable insights, and used to drive strategic communication and satisfaction improvements.
• Gain hands-on experience with CX platforms including Gainsight, Salesforce, and Power BI to support customer journey mapping, health scoring, and feedback loop tracking.
• Collaborate with teams across the organization to support onboarding optimization, CX Champion programs, and Voice of Customer campaigns.

What You’ll Do

Gainsight Strategy & Feedback Administration

• Support ingestion of Voice of Customer (VOC) data into Gainsight.
• Assist with configuration of CTA models and risk playbooks.
• Help develop dashboards tracking churn, downgrade, and renewal risk.
• Collaborate with CX operations to streamline data infrastructure.

Customer Feedback Collection

• Assist in launching and monitoring surveys (NPS, CSAT, KORE).
• Support closed-loop outreach for detractor responses.
• Learn to identify “moments that matter” and align feedback with lifecycle stages.

Customer Champion & Delight Program

• Contribute to the design and execution of customer delight campaigns.
• Support communication efforts to close feedback loops and celebrate customer wins.
• Maintain CX Champion dashboards and recognition workflows.

CX Insights & Analytics

• Profile, clean, and transform customer data for reporting.
• Build visualizations in Power BI to highlight trends in satisfaction and engagement.
• Support leadership reporting and stakeholder dashboards.

What We’re Looking For

Must-Have Functional Skills

• Strong written and verbal communication for customer-facing messaging and feedback loop support.
• Project coordination and time management.
• Data analysis and visualization.

Other Top Skills

• Technical experience with survey and CRM platforms.
• Process documentation and workflow mapping.
• Interest in customer success or analytics.

Preferred Qualifications

• Pursuing a degree in Business, Analytics, or related field.
• Prior internship or project experience in CX or SaaS.
• Exposure to AI tools or innovation projects.

Other Qualifications

The Winning Way behaviors that all Vertex employees need in order to meet the expectations of each other, our customers, and our partners.

• Communicate with Clarity - Be clear, concise and actionable. Be relentlessly constructive. Seek and provide meaningful feedback.
• Act with Urgency - Adopt an agile mentality - frequent iterations, improved speed, resilience. 80/20 rule – better is the enemy of done. Don’t spend hours when minutes are enough.
• Work with Purpose - Exhibit a “We Can” mindset. Results outweigh effort. Everyone understands how their role contributes. Set aside personal objectives for team results.
• Drive to Decision - Cut the swirl with defined deadlines and decision points. Be clear on individual accountability and decision authority. Guided by a commitment to and accountability for customer outcomes.
• Own the Outcome - Defined milestones, commitments and intended results. Assess your work in context, if you’re unsure, ask. Demonstrate unwavering support for decisions.

COMMENTS:

The above statements are intended to describe the general nature and level of work being performed by individuals in this position. Other functions may be assigned, and management retains the right to add or change the duties at any time.