CSM at Scale (German speaker)

Customer Success/Support Barcelona, Spain


Description

Location: Barcelona/ Spain
Job Category: Customer Success/Support

Job posting – CSM at Scale (German speaker)

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!

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 established a success team focused on increasing early adoption of our Qlik products, ensuring our customers are successfully meeting their business goals.

The CSM at Scale is a key role to driving adoption of the Qlik Product Portfolio. Managing a portfolio of accounts, he/she 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.
• 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.


Competencies and skills:

The skills and qualifications required for this role:
• 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.
German (speaking and writing) at a native level mandatory.
• French, Italian, Russian, Japanese others (in professional working proficiency) is considered a plus.
• Experience working with Qlik Sense is considered a plus.
• Experience in working with Totango, iCRM is considered a plus.

Education

Relevant Bachelor’s degree; preference for computer science or related degrees.

Location/Mobility

Barcelona/ Spain


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 on Twitter @Qlik
• Check us out on Youtube!

Qlik is an Equal Opportunity Employer and does not discriminate on the basis of any protected category or characteristic.  We value the diversity of our workforce. If you need assistance due to 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.

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