What makes us Qlik
Qlik helps enterprises around the world move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data. A Gartner Magic Quadrant Leader for 12 years in a row! Our platform is the only one on the market that allows for open-ended, curiosity-driven exploration, giving everyone - at any skill level - the ability to make real discoveries that lead to real outcomes and transformative changes. We are a Values-Driven organization, operating in over 100 countries with 45,000 customers around the world. If you think we are interesting, please read on - we may be looking for you!
The Customer Success Organization
Delivering Customer Success is an important focus for Qlik, as we are committed to delighting our customers at every step of their journey. Understanding our customers' needs and creating the right engagement for each customer at the right time is key. The Customer Success Management team is a cornerstone of our strategy to ensure customers realize the maximum value from our software and services. Our goal is to create and manage a set of offerings that result in highly successful and loyal customers.
How you will spend your time as our next Customer Success Manager
The Customer Success at Scale team helps customers succeed with our products! We manage customer relationships and understand their strategy, business goals and technical landscapes to deliver measurable outcomes, driving adoption of Qlik products and services on a scalable and replicable fashion. Customer Success at Scale is a newer team, and we will also look to you to share your thoughts and feedback on how to build and improve our systems and processes. Additionally, you'll play an important role in shaping and improving the customer experience, by sharing customer feedback within Qlik and working in a highly collaborative environment, with a diverse group of talented people, who are continuously innovating and improving to drive amazing customer outcomes.
Here's a quick list of what you'll be doing: Working via remote engagement with a portfolio of up to 10 enterprise customers to ensure they are on track to meet their goals with Qlik.Collaborating with the sales team on account strategy development for assigned customers, understanding and defining customer vision and strategy for maximizing their investment in Qlik's products.Creating and executing success plans for each customer, outlining the use cases, outcomes, and key business value to be achieved, with corresponding success metrics.Acting as a trusted/strategic advisor to each customer helping to drive continued value of our products and services.Running Quarterly Business Reviews (QBRs) with each of your accounts with the ability to communicate efficiently with C-Level.Driving adoption of Qlik products and accelerating time-to-value.Influencing through persuasion, negotiation, and consensus-building.Monitoring and improving customer satisfaction metrics.Tracking accounts to identify churn risk and working proactively to eliminate that risk.Identifying and/or developing upsell and renewal opportunities and partnering with the appropriate teams to progress.Developing, preparing, and nurturing customers for advocacy.Working with the Customer Success Engineer to maintain and develop Business/Technical Champions.Partnering with other CSO teams to ensure that account issues are managed through to successful resolution.What you'll get from us:
- Full training on how to support our customers, as well as ongoing training to keep you at the top of your game;
- Plenty of opportunities for you to grow and advance - a career, not just a job;
- A highly collaborative environment, and a fast-paced, global team to work with;
- The empowerment to directly impact the success of our customers;
- Plenty of ways to give back to both global and local communities;
- A fun office and the flexibility to work from home when you need to!
What you'll bring to the role:
- Always think of the customer first, and are passionate about providing amazing customer experiences;
- Have a flexible mindset, and can adjust on the fly to balance competing priorities and projects;
- Have excellent listening, communication and presentation skills with a strong ability to work collaboratively across the organization;
- Ability to provide thoughtful leadership, possibly challenging business and technical stakeholders;
- Can obtain positive visibility and credibility quickly, and build trusted relationships with customers;
- Can understand and communicate technical and business concepts and needs to diverse audiences;
- Want to excel in your role and grow your career.
- Minimum 2 years of experience in customer-facing roles - ideally focused on customer success, but sales, consulting, project management, etc. may also be considered.
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