Customer Success Manager - French 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 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 in 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 Organisation at Qlik

Delivering Customer Success is an important focus for Qlik, as we are committed to delighting our customers at every step of their journey. Understanding our customers’ needs and creating the right engagement for each customer at the right time is key. The Customer Success Management team is a cornerstone of our strategy to ensure customers realize the maximum value from our software and services. Goal is to create and manage a set of offerings that result in highly successful and loyal customers.

The Customer Success Manager Role

The Customer Success team helps customers succeed with our products! We manage customer relationships and understand their strategy, business goals and technical landscapes to deliver measurable outcomes, driving adoption of Qlik products and services on a scalable and replicable fashion.

Being a part of the Customer Success team, we will also look to you to share your thoughts and feedback on how to build and improve our systems and processes. Additionally, you’ll play an important role in shaping and improving the customer experience, by sharing customer feedback within Qlik and working in a highly collaborative environment, with a diverse group of talented people, who are continuously innovating and improving to drive amazing customer outcomes.

Responsibilities include, but not limited to:

Working via remote engagement with a portfolio of enterprise customers to ensure they are on track to meet their goals with Qlik.
Engagements with customers could encompass a variety of areas including:

·            Onboarding: Lead the seamless onboarding process for new clients, guiding them through product implementation, training, and initial setup to ensure a strong foundation for their journey with our solutions.

·            High potential: Develop and execute tailored strategies for our high potential accounts, fostering strong relationships, identifying opportunities for upselling or cross-selling, and consistently delivering value to drive long-term partnership and growth.

·            At risk, escalation: Identify and address potential issues in accounts showing signs of risk, providing proactive solutions, and collaborating cross-functionally to swiftly resolve any escalated concerns, maintaining customer satisfaction and retention.

Other examples of what your tasks would involve are:

·            Collaborating with the sales team on account strategy development for assigned customers, understanding and defining customer vision and strategy for maximizing their investment in Qlik’s products.

·            Creating and executing success plans for each customer;

·            Running Quarterly Business Reviews (QBRs) with each of your accounts;

·            Driving adoption of Qlik products and accelerating time-to-value

·            Monitoring and improving customer satisfaction metrics;

·            Tracking accounts to identify churn risk and working proactively to eliminate that risk;

·            Identifying and/or developing upsell and renewal opportunities and partnering with the appropriate teams to progress.

·            Developing, preparing, and nurturing customers for advocacy.

·            Working with the Customer Success Engineer to maintain and develop Business/Technical Champions.

·            Partnering with other CSO teams to ensure that account issues are managed through to successful resolution - Use EWS (early warning signal).

What you will get from us:

·   Full training on how to support our customers, as well as ongoing training to keep you at the top of your game;

·   Plenty of opportunities for you to grow and advance – a career, not just a job;

·   A highly collaborative environment, and a fast-paced, global team to work with;

·   The empowerment to directly impact the success of our customers;

·   Plenty of ways to give back to both global and local communities;

·   A fun office and the flexibility to work from home when you need to!

What you will bring to this role

·   Always think of the customer first, and are passionate about providing amazing customer experiences;

·   Have a flexible mindset, and can adjust on the fly to balance competing priorities and projects;

·   Have excellent listening, communication and presentation skills with a strong ability to work collaboratively across the organization;

·   Can obtain positive visibility and credibility quickly, and build trusted relationships with customers;

·   Can understand and communicate technical and business concepts and needs to diverse audiences;

·   Have creative problem-solving skills, that you can apply to diverse and complex issues;

·   Want to excel in your role and grow your career.

Skills and qualifications for this role include:

·   Minimum 2 years of experience in customer-facing roles – ideally focused on Customer Success, but sales, consulting, project management, etc. may also be considered (bonus if in a software or SaaS/XaaS company);

·   Ability to quickly understand our customers’ needs, take ownership, and develop and execute a strategy with the team that positively transforms their business, drives operational excellence and adds value;

·   A bachelor’s degree or equivalent experience (relevant degrees could include MIS, Computer Science, Business, etc.);

·   General knowledge of/experience in the SaaS/Software industry, with the ability to learn about and understand enterprise software products and business solutions;

·   Previous experience of using Totango or other Customer Success platform.

·   Business Fluent in English and French

The location for this role is:

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 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!

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 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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