Customer Success Manager at Scale

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 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
In Customer Success keeping, and delighting, our customers is one of our most important tasks. We believe in a complete cycle of customer success, improved revenue, and overall company growth. In our business model transformation, we understand driving continuous adoption of our technology is paramount to a successful engagement with our Customers and as such we have created a onboarding success team  focused on increasing early adoption of our Qlik products, ensuring our customers are successfully meeting their business goals.
 

The Customer Success at Scale Role

The CSM at Scale role is an entry role to the Customer Success Organization. The CSM at Scale is a key role to driving  adoption of the Qlik Product Portfolio. Managing a portfolio of approximately 75 accounts.  They will help at-risk customers who have low adoption of Qlik products to increase usage across all users growing the number of projects utilizing our technologies. Identifying and building repeatable adoption plays by collecting “big data” about product usage and service histories, analyzing patterns of successful customers, providing executive facing customer reports and customer insights and successes to the Product team.

Key Responsibilities & Tasks

• Ensure a quick and seamless onboarding experience for our clients starting with the handover from Sales
• Drive adopting and retention of core solutions by providing post-sales guidance and initiatives directly to customers.
• Manage a portfolio of customers and interact directly with customers via phone  or email to promote overall customer satisfaction.
• Ensure that customers derive maximum value from their investment in Qlik Solutions and utilize all their licenses.
• Develop a comprehensive understanding of typical business challenges faced by customers and common objectives to appropriately map Qlik solutions and associated business benefits to address their needs.
• Manage and collaborate inter-departmentally to resolve at-risk Customer escalations
• Follow scalable processes designed for all PIMO phases
• Provide or schedule activation and/or product training, conduct  customer  check  ins,  identifying  opportunities  to  expand relationships, and requires an elevated level of influence over the customer lifecycle through and post renewal.
• Conduct outbound customer calls with a required minimum number of calls daily.
• Use the CRM to document and track all customer activity
• Build strong relationships for business planning with extended teams.
• Respond to partner and customer inquiries in a professional and prompt manner.
• Build strong customer relationships for repeat business
• Share lessons learned with the Education team to improve the Onboarding Hub and overall Onboarding experience
• Share survey and check-in results with Digital Team to ensure creation of material that customers need

Skills and Qualifications for this role include:

• Relevant Associate’s or Bachelor’s degree; preference for computer science or related degrees, or equivalent experience in a Customer Success organization.
• Minimum 2 years of Customer Success experience at a software/hi-tech company
• Applicants for this role need to wake up in the morning thinking about customer success and how to deliver world-class customer experience;
• Passionate about customer interactions and understanding customer needs
• Knowledge of Cloud SaaS offerings would be advantageous
• Background needs to be in customer facing roles including account management, customer support, product management and sales;
• Excellent interpersonal skills will be needed in order to build the strong relationships, particularly with field organizations and business partners, which will be critical to success.
• Resilient to a fast and ever-changing enterprise software environment
• Have a passion for analytics and technology
• Have a broad technical knowledge and experience
• Experience working with data visualization products would be advantageous
   

The location for this role is/are: 
Raleigh, Waltham, King of Prussia are preferred locations

About Qlik

• Qlik Company Page – Who we are!
• Our Values at Qlik: Challenge, Take Responsibility, Move Fast, Teamwork for Results, Be Open and Straightforward
• Competitive Benefits package
• Flexible working environment
• Giving back is a part of our culture – we give you a day to change the world. In addition, we encourage our employees to participate in our Corporate Responsibility Employee Programs
• Learn about our Corporate Responsibility Program by visiting Qlik.org
• Check out our careers in R&D here.
• Check out our company page on Linkedin!
• Follow us on Instagram @lifeatqlik and @Qlik
• Check us out on the muse!
• Check us out on Youtube!

Proof of full vaccination against COVID-19 will be required as a condition of employment in the US. If you receive an offer and are unable to get vaccinated for religious or medical reasons, you may request a reasonable accommodation prior to commencing employment.

Qlik is an Equal Opportunity/Affirmative Action Employer, and we value the diversity of our workforce. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Click here to review the US Department of Labor’s Equal Employment Opportunity Posters, including the EEO is The Law notice and the Pay Transparency Nondiscrimination Provision.

If you need assistance due to disability during the application and/or recruiting process, please contact us via the Accessibility Request Form.

Qlik offers competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc.

Qlik is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Qlik via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Qlik. No fee will be paid in the event the candidate is hired by Qlik as a result of the referral or through other means.