Job Description
About Vista Equity Partners
Vista Equity Partners is a leading global investment firm focused exclusively on enterprise software, data, and technology-enabled businesses. With over
$100B in assets under management and a portfolio of
90+ software product companies worldwide, Vista accelerates growth through operational excellence, shared expertise, and long-term partnership. In India, Vista's presence continues to expand with
45+ portfolio companies employing more than
17,000 professionals across technology, product, customer success, and operations reinforcing India's strategic role as a hub of innovation and talent within the Vista ecosystem.
Through its Agentic AI Factory, Vista is embedding Generative AI across its global portfolio enabling companies to integrate intelligent, responsible AI into products, operations, and decision-making. This initiative is strengthened through portfolio-wide learning programs, leadership workshops, and AI hackathons that foster innovation, build fluency, and accelerate practical AI adoption across teams.
About Xactly
Xactly, a Vista-backed organization since 2017, is a leader in
Sales Performance Management Solutions, The Xactly Intelligent Revenue Platform helps businesses improve go-to-market outcomes through increased collaboration, greater efficiencies, and connecting data from all critical functions of the revenue lifecycle on a single platform. Born in the cloud almost 20 years ago, Xactly provides customers with extensive experience in solving the most challenging problems customers of all sizes face, backed by almost 20 years of proprietary data and award-winning AI.
Named among the best workplaces in the U.S. by Great Place to Work six times, honored on FORTUNE Magazine's inaugural list of the 100 Best Workplaces for Millennials, and chosen as the Market Leader in Incentive Compensation by CRM magazine. We're building a culture of success and are looking for motivated professionals to join us!
With Vista's investment and strategic guidance, we combine the agility of a growth-stage company with the scale, stability, and career opportunities of a global technology network. Our teams are empowered to innovate, collaborate, and build meaningful solutions that drive measurable outcomes for customers worldwide.
Our Employee Value Proposition (EVP)
At Xactly, Our People Are Our Greatest Advantage. Our Employee Value Proposition Reflects What We Stand For And The Experience We Create For Every Team Member
- Purpose: to empower businesses to maximize company performance by transforming sales through their AI-powered Intelligent Revenue Platform, focusing on aligned incentive compensation, data-driven insights, and seamless revenue management for finance, sales, and revenue teams
- Growth: centered on unleashing human potential to elevate company performance and empowering employees to achieve enduring success through professional development, a supportive culture, and aligning individual goals with company objectives.
- Culture: We're passionate about cultivating a workplace environment that celebrates the uniqueness of each Xactlian. Diversity fuels our success and by embracing it, we empower our employees around the world to inspire change in the office and in the community.
- Innovation: Xactly's innovation is centered on its AI-powered Intelligent Revenue Platform, which unifies sales performance management (SPM) and revenue intelligence using over two decades of proprietary pay and performance data. Recent innovations leverage artificial intelligence and agentic computing to streamline GTM operations and drive predictable growth
Together, these pillars define what it means to work at
Xactly a place where you can do the most meaningful work of your career, supported by Vista's global ecosystem.
Vista's ecosystem enables purposeful career mobility and sustained professional growth. Employees benefit from the ability to build diverse experiences, collaborate with high-performing peers across portfolio companies, and progress into new roles within a global network of leading enterprise software organizations. This shared talent environment strengthens capabilities, broadens perspective, and supports long-term career development across the Vista portfolio.
About The Role - Customer Support Analyst
In this role, you will be part of a high-performing team that shapes the future of Customer
Support. You will provide outstanding functional application support to Xactly customers and
serve as an integral part of problem resolution for complex issues. You will collaborate across
teams, including QA, Engineering, and Operations, to solve complex challenges and contribute to delivering high-impact outcomes for customers and stakeholders.
What You'll Do
- Understand, replicate, validate, and resolve customer service requests from customers
and partners in English.
- Document and track case history, case status, and solutions while communicating
regularly with customers via phone, email, and online tools.
- Effectively communicate and document design, reliability, and maintenance problems to
Engineering, Product Management, or Technical Operations via formal escalation
processes.
- Participate in the software development life cycle including the testing of product
releases and patches.
- Create and update articles for the Xactly Knowledge Bases.
- Manage escalations and relationships for assigned customers.
- Earn product certifications and become an SME for the organization.
Must-Have Skills
What We're Looking For
- Bachelor's degree with 5+ years of experience working directly with customers in a
Customer Service related role.
- Advanced SQL experience.
- Strong analytical, problem-solving, and communication skills (written and verbal).
- Ability to work independently and as part of a team.
- Must be open to work in US/UK Shift timings, weekends and holidays.
Good-to-Have Skills
- Experience providing SAAS application support to business users (e.g., sales operations,
sales, finance, HR, payroll, management).
- Exposure to Xactly products like Incent, Analytics, Extend, and Reporting.
Why Join Xactly
Joining Xactly means becoming part of a mission-driven team backed by Vista's global network.You'll work alongside industry leaders, access cross-portfolio development programs, and contribute to innovations that shape the future of enterprise software.
OUR VALUES: Customer Focus | Accountability | Respect | Excellence (CARE). are the keys to our success, and each day we're committed to upholding them by delivering the best we can to our customers.
Benefits And Perks
- Paid Time Off (PTO)
- Comprehensive Health and Accidental Insurance Coverage
- Tuition Reimbursement
- XactlyFit Gym/Fitness Program Reimbursement
- Free snacks onsite(if you work in office)
- Generous Employee Referral Program
- Free Parking and Subsidized Bus Pass (a go-green initiative!)
- Wellness program
Xactly is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.
We do not accept resumes from agencies, headhunters, or other suppliers who have not signed a formal agreement with us.
Be part of something bigger. Build your career with Xactly, powered by Vista. 
