Qlik Hiring for Retention Account Manager- Customer Success Full Time

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 13 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 Retention Account Manager to join our Global Support

Global Support Organization at Qlik

Critical Situation Manager

As a member of the Global Support Organization, the Retention Account Manager acts as the communication focal point for the customer, coordinating all resolution efforts of internal teams from the initial problem identification to post-mortem analysis on the most impactful customer problems involving Qlik products and services.

The Critical Situation Manager is both technically competent and business oriented.

Keys Responsibilities & Tasks

• Critical Situation Management: Ensure the flawless execution of the escalation resolution process, with clear communication that drives very high internal/external customer satisfaction levels. Works directly with customers as a point of contact in certain circumstances to provide assurance and resources as needed.
• Regional Escalations Coordination: review open escalations with regional escalation owners and CSMs on a weekly cadence to provide guidance on them.
• Post-Mortem analysis: Lead multi-functional post-incident process reviews to ensure continuous improvement of operations and execution­ with a goal to minimizing or preventing future critical issues.

What we are looking for

• Creative problem-solving, attention to detail, integrity and accountability skills are a prerequisite to be successful in this job.
• Must be technically literate and articulate technical issues in a relevant way to both engineers and management. Technical knowledge of multi-tenant, cloud systems, and highly sophisticated infrastructure is highly desirable.
• Influential teammate who builds working relationships across all organizations, including Qlik partners. Demonstrates developing and maintaining productive relationships across organizations to complete business objectives.
• Well-versed in the business of service delivery with experience developing and managing projects stakeholders, senior executives, and customers
• Excellent project management skills, including the ability to influence teams to handle projects.
• Bachelor’s or master’s degree in a relevant field such as Customer Experience Management, UX Design, or a related discipline.
• Strong business acumen with the ability to understand and translate customer’s needs.
• General knowledge/experience in SaaS, Software Industry, with the ability to learn about and understand enterprise software products.
• Excellent communication and presentation skills
• Ability to work collaboratively in a team environment and manage multiple projects simultaneously.
• Self-motivated with a curious mindset and a passion for improving the status quo constantly.
• Above average ability to manage expectations, promote information sharing across diverse groups, and represent the customer in internal discussions
• Strong team player with proven coaching and mentoring abilities

Location/Mobility

Hybrid- Waltham, MA or King of Prussia, PA

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 @lifeatqliklund
• Check us out on Youtube!

The anticipated base salary range for this role is $71,900.00 MIN – 80,000.00 MAX per year. This position is bonus/commission eligible. Compensation offered will be based on factors such as the candidate’s location, job-related skills, education, experience, and other business and organizational needs. The final compensation offered by Qlik will be based on factors such as the candidate’s location, job-related skills, education, experience, and other business and organizational needs.

Qlik offers a comprehensive benefits package which includes, but is not limited to, group medical, dental and vision benefits, a 401(k) plan and match, flexible paid vacation, 10 paid annual company holidays, 9 days of annual paid sick leave (prorated upon hire), up to 16 weeks of paid parental leave, and mental and emotional wellbeing benefits.

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 TransparencyNondiscrimination Provision.

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

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.