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
Students pursuing a Bachelor’s or Master’s degree in Business, Analytics, or a related field, graduating December 2026 or later
Strong written and verbal communication for customer-facing messaging and feedback loop support.
Experience in project coordination and time management.
Proficiency in data analysis and visualization.
Additional Skills That Stand Out
Technical experience with survey and CRM platforms (e.g. Gainsight, Salesforce).
Ability to create clear process documentation and workflow maps.
Interest in customer success or analytics
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.
Pay Transparency Statement:
Base pay offered to new hires may vary based upon factors including relevant industry and job-related skills and experience, geographic location, and business needs.* The range displayed does not encompass the full potential of the role, which allows for further growth and career progression.
In addition, as a part of our total compensation package, this role may be eligible for the Vertex Bonus Plan (VOB), a role-specific sales commission/bonus, and/or equity grants.
Learn more about Life at Vertex and connect with your recruiter for more details regarding Vertex's compensation and benefit programs.
*In no case will your pay fall below applicable local minimum wage requirements.
Top Skills
What We Do
The Trusted Leader in Tax Technology.
We're Vertex (VERX). A pioneer in tax automation for more than 40 years. We proudly serve over 4,000 customers worldwide with distinction and provide comprehensive tax solutions that enable global businesses to transact, comply and grow with confidence.
Our collaborative, friendly culture is the foundation of everything we do and who we are. We're proud to be an employer guided by a common purpose by building trusted relationships at work, in business and in our communities. We strive to be a values-driven employer of choice who attracts, retains, and inspires talented professionals to achieve their full potential. We employ over 1,500 full-time professionals across three continents: US, Europe, and Brazil.
Our software, content, and services address the increasing complexities of global commerce and compliance by reducing friction, enhancing transparency and enabling greater confidence in meeting indirect tax obligations. As a result, our software is ubiquitous within our customers’ business systems, touching nearly every line item of every transaction that an enterprise can conduct. Our software is fueled by over 300 million data-driven effective tax rules and supports indirect tax compliance in more than 19,000 jurisdictions worldwide.
We partner with the world’s most respected companies and harness their strengths to deliver the best tax technology solution to businesses across the globe. We integrate with key technology partners that span ERP, CRM, procurement, billing, POS and e-commerce platforms. We also work closely with over 50 tax, accounting and consulting firms to provide the integrated tax technology solutions.
Why Work With Us
Vertex Inc. is a remote-first global organization that stands out for its commitment to innovation, collaborative culture, and focus on employee growth—our cutting-edge tax technology solutions power global commerce and creativity thrive. Join us to make a meaningful impact and advance your career in a supportive, dynamic workplace.
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