Program Manager

Customer Success/Support Ottawa, ON Toronto, ON Ottawa, ON

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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!

 

Technical Program Manager 

The Customer Experience Programs team within the Customer Success Organization (CSO) is looking for a Technical Program Manager that can drive the delivery of cross-functional programs supporting our customer journey lifecycle products that impact internal and external customers. This is a fast-paced, highly visible position that will work with leaders across several organizations, including Support, Customer Success, Pre-Sales, IT, and R&D.

 

A successful candidate will bring customer journey focus, business intuition, excellent communication skills, and a background in SaaS service delivery to help us define, launch, track, and measure the impact of programs that enable the CSO to drive the adoption, support, and renewal of Qlik Cloud Services.

 

Responsibilities include, but not limited to:

  • Collaborate on the design and execution of programs to improve how customers experience Qlik products and services.  
  • Partner with stakeholders to define program roadmaps and lead the execution from requirements definition to delivery. 
  • Identify and solve root-cause organizational and technical challenges that detract from customers experience.  
  • Measure and communicate program effectiveness to CSO teams.  
  • Ensure teams are enabled on process or technological changes introduced through new programs.  
  • Lead the execution of Customer Journey and UX initiatives to improve Customer outcomes and experience 
  • Evaluate current and develop new programs to ensure customers are engaged, healthy, and successful from onboarding to renewal.  

 

Skills and qualifications for this role include:

The skills and qualifications required for this role: 

  • Bachelor’s degree in a technical discipline or equivalent experience in a User-Design or IT related field.  
  • 3+ years of experience in technical project, program, or product management  
  • Proven ability to work effectively with all organizational levels.  
  • Excellent written and verbal communication skills with the ability to translate technical material into clear and concise presentations for executives and non-technical leaders.  
  • Superb prioritization and time management skills.  
  • A strong team player who will do whatever is necessary to drive programs to a successful conclusion.  
  • Understands what SaaS customers need and expect from Customer Success and Support during their journey from on-prem to cloud.  

 

Desired experience with successful track record in one or more of the following areas: 

  • Experience working in a collaborative, multi-disciplinary technical team.  
  • Experience navigating a fast-paced, often ambiguous environment and problem set.  
  • Experience delivering consulting or pre-sales services in support of a SaaS product.  
  • Demonstrated ability to define, influence, refine, and implement processes, procedures, and policies.  
  • Track record of analyzing data, defining KPIs, and measuring outcomes.  
  • Ability to diagnose problems, identify root causes, and develop appropriate solutions.  
  • Strategic aptitude with the ability to think ahead, identify risks, and anticipate stakeholder and customer needs.  

 

The locations for this role are:

  • Ottawa, Ontario
  • Toronto, Ontario

 

About Qlik

 

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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