Duties: Build and lead a Customer Success Management team of experienced and highly capable individuals who manage customer relationships and understand their desired outcomes, technical landscapes, and business goals. Deliver measurable outcomes: In particular, drive 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 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.Requirements: Bachelor's degree in business administration, information systems, marketing, computer science, or a related discipline. 3 years in Customer Success Manager, Sales Manager, Sales Specialist, or related that includes the following: (1) Ownership of client portfolio within an enterprise or SaaS software company with responsibilities for maintaining professional relationships, securing renewal of subscriptions, and driving adoption to expand software footprint; (2) Proven track of expanding enterprise customer product adoption, identifying customer patterns and best practices, and developing replicable strategies for growth; (3) Leading and coaching others on the positioning of products or services to customers either opportunistically or at the time of a renewal to address emerging business challenges drive additional Return On Investment in software investments; (4) Championing improvements in customer success processes including customer journey, adoption frameworks, at-risk plays, and structured reviews (e.g. Quarterly Business Reviews); (5) Leading a customer-facing cross-functional team in assisting with account-specific challenges, proactive coaching on client engagement and customer success management activities, managing performance of individual contributors, and creating individual development plans for continuous development of relevant skillsets; (6) Managing at-risk accounts and escalations by driving customer issues to satisfactory outcomes.
