Manager, Customer Success

Customer Success/Support Barcelona, Spain


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 11 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!  

 

We are hiring a Manager for Customer Success at Scale to join our Customer Success Leadership Team!

 

The Customer Success Organization/Team

Delivering Customer Success is an important focus for Qlik, we are committed to delighting our customers at every step of their journey. Understanding our customers’ needs, creating the right engagement for the right customer at the right time is key. The Customer Success Management team is a cornerstone to ensure our team understands customer needs and manages a set of offerings that result in highly successful and loyal customers, while driving technology adoption and secure a successful renewal.

 

Leading Customer Success at Scale Team at Qlik

The Manager for the Customer Success at Scale Team is a member of the Customer Success Services organization and reporting directly to the Director for WW Customer Success at Scale, who in turn reports to the SVP WW Customer Success and Renewals. As such, you will build, grow, and lead Qlik Customer Success Managers within the second tier of our Top clients WW. Your efforts will help to foster a customer-first mindset at Qlik, allowing our enterprise clients to accelerate adoption of solutions and meet their business objectives and stakeholder goals.

You will collaborate with cross-functional peers to develop an aligned Customer Success strategy with measurable business metrics and be responsible for building and managing a team of Customer Success Managers co-located in our Barcelona office. You will work cross-functionally to ensure alignment with Qlik’s ongoing evolution, develop replicable Go-to-Market playbooks and deliverables at scale and leveraging the Organization up to operational excellence to secure a great Customer Experience across the customer segments.  

 

You will succeed in your mission by leveraging your hands-on experience building a world class Customer Success team in a high-growth, dynamic and fast-paced subscription-based business, as well as your proven track record for implementing standardized and streamlined services that result in increased adoption, retention and revenue.

The Manager of Customer Success at Scale is a servant leader. They understand the role of a People Leader and the importance of making everyone around them successful. They play the role of a coach and mentor to their team and holds everyone, including themselves, accountable for their actions and outcomes.

 

The ideal candidate will be someone who has experiences in leading Client success teams in a high growth SaaS software organization, as the manager will be responsible for ensuring client satisfaction through renewals, evaluating client growth strategies, generating usage reports, and maximizing upsell opportunities by engaging with Sales, Solutions, Product Development, Product Management, Support, and Education as necessary.


 

What you will do as Manager, Customer Success at Scale

  • Build and lead a Customer Success Management team of experienced and highly capable individuals that manage customer relationships and understand their desired outcomes, technical landscapes and business goals;
  • Deliver measurable outcomes; in particular, driving adoption of Qlik products and services on scalable and replicable fashion;
  • Define and optimize the customer lifecycle. Standardize and scale intervention for each point in the journey, define segmentation of the customer base and apply various other strategies;
  • Develop regional priorities and objectives. Provide input to global customer success executives on our worldwide customer success at scale strategy;
  • Partner with other customer-facing organizations to develop strategies and execute plans that maximize business growth, consumption, customer retention, and account expansion;
  • Motivate your team to reach its full capabilities. Recognize and develop high-potential team members while upgrading talent where and when necessary;
  • Propagate customer success-focused thinking into all areas of the business and serve as a center of excellence and champion of the customer;
  • Be a key partner to the regional sales leadership by taking ownership of business growth consumption activities post-commit.

 

To be considered for the role you must have the following qualifications:

  • 1- 2 years Customer Success at scale leadership experience and/or at least 6 - 8 years leading successful a strategic client portfolio in a high-growth, customer facing organization within an enterprise software company; preferably in a SaaS Customer Success organization with deep understanding of value drivers in recurring revenue business models
  • Proven Track of expanding enterprise customer product adoption, identifying customer patterns and best practices, and developing replicable strategies for growth (Leveraging Digital is a plus);
  • Experiences in hiring, developing, and leading a world-class, customer-facing team; demonstrated people management capabilities including coaching, performance management and success management to drive high levels of employee engagement.
  • Proven ability to execute in a customer-focused environment and advocate for customers across a cross-functional organization.
  • Strong reasoning & analytical skills; able to structure thinking into a logical flow and sequence that is easy for others to understand, and able to create and work with conceptual frameworks.
  • Crisp, compelling and practical style of organizing thoughts into writing and speech; able to communicate with all levels in an organization.
  • Experience implementing Gainsight/Totengo to scale replicable customer plays is a plus.

 

This Location for this role is/are:

  • Barcelona, Spain - Europe

 

About Qlik

 

Qlik is an Equal Opportunity Employer and we value the diversity of our workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally protected category or characteristic.  If you need assistance due to a disability during the application and/or recruiting process, please contact us via the Accessibility Request Form

 

AGENCIES: 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.