Escalation Manager

Customer Success/Support Raleigh, North Carolina


Description

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 38,000 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.

 

Escalation Manager, Americas

Qlik is a rapidly growing company serving more complex and demanding customers with an increasing focus on customer success and excellent service. As we move into the enterprise space, we will encounter software issues and cases that are business-critical, very complex, and require focused management attention. Quickly acting to rapidly resolve and investigate these issues and ensure customers are successful with their Qlik implementations, Qlik is looking to recruit an Escalation Manager, based in the USA or Canada, being part of the Global Escalation team drives customer escalations to a successful resolution. The Escalation Manager ensures effective planning, communication, and resource assignment with the customer, partners, support, and R&D.

 

You are a customer service-oriented problem solver with excellent communication skills who likes being challenged. You’re communicative in all sorts of media, able to tailor technical information to different audiences, from technicians to senior management. You have a strong sense of responsibility and are good at taking the initiative and driving towards defined objectives. You can prioritize your work, coordinate resources, organize, and are self-motivated with the ability to work unsupervised and supervise, motivate, and lead others while setting up the right expectations. You are an excellent organizer, highly motivated, and are results-driven. You are an excellent networker with the ability to work cross-functionally. Last, but not least, you provide a high service level with SaaS and product adoption focus.

 

Responsibilities include, but not limited to:

  • Ensures all responsible parties execute on success plan activity and that all stakeholders receive updates about their level of involvement.
  • Single point of contact for multiple teams during escalations
  • Lead escalation efforts for critical customer issues and help drive through resolution.
  • Tracks/analyzes trends and creates reports on escalated issues.
  • SaaS first approach helping identify issues/gaps as escalations, for a fast resolution to help drive adoption
  • Provides regular updates to internal and external stakeholders and executive leadership.
  • Structure, manage and maintain regular meetings to review escalations
  • Set correct expectations and drives relief and resolution through effective communication
  • Collaborates with the Global Escalation Management team to ensure process alignment and best practice refinement.
  • Reviews root cause of escalations and works with appropriate teams to ensure enhancements to Informatica products and services.
  • Creates and maintains lines of communication with internal resources (Sales, Professional Services, Support, and R&D).

 

Skills and qualifications for this role include:

  • Experience with SaaS, Data, technical support-oriented experience
  • Works on diverse scope problems where data analysis requires evaluation of identifiable factors.
  • Proven customer-facing experience
  • Understanding software industry experience in Software as a Service and Big Data.

The location for this role is/are:

  • Raleigh, NC

 

About Qlik

 

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.

 

 

 

 

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