Customer Success Manager, Asia Pacific & Japan

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. 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 45,000 customers around the world. If you think we are interesting, please read on – we may be looking for you!

The Customer Success Organization (CSO)

Delivering Customer Success is an important focus for Qlik and we are committed to delighting our customers at every interaction. Understanding our Customer’s needs, creating the right engagement for the right customer at the right time is key. The Customer Success Management team is a cornerstone to ensure we understand customer needs and outcomes, and create and manage a set of offerings that result in highly successful and loyal customers.

How you will spend your time as our next Customer Success Manager in Tokyo, Japan.

Customer Success Managers are responsible for becoming experts in customer use cases, needs and business outcomes to proactively identify how our products, services and value proposition can best drive and support our customers’ journey. You will develop deep expertise in Qlik products and services, from both a technical and business domain perspective, to provide high value-add advice to customer stakeholders at all levels. Creative, analytical, intuitive and self-driven, you will be the expert in customer consumption of Qlik products, spurring usage and driving adoption at all stages of the customer journey, while building high customer satisfaction, maximizing the value of customer investment in our products, and converting them to Qlik promoters internally and externally.

You will also act as the voice of your customers internally at Qlik, providing feedback and insights on how Qlik can better serve our customers.

• Collaborate 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.
• Create a joint success plan (JSP) with customers, outlining the use cases, outcomes and key business value to be achieved, with corresponding success metrics.
• Monitor, analyze and interpret trends in customer consumption at every stage of the customer journey.
• Drive adoption of Qlik products, maximizing customer investment and accelerating time-to-value.
• Act as a trusted/strategic advisor to each customer helping to drive continued value of our products and services, while you provide thoughtful leadership, possibly challenging business and technical stakeholders.
• Track Business Value Outcome Definitions through to Business Value Outcome Realization with the customer.
• Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews.

• Track accounts to identify churn risk and work proactively to eliminate that risk.
• Identify and/or develop upsell and renewal opportunities and partner with appropriate teams to progress.
• Develop, prepare, and nurture customers for advocacy.
• Drive the Peer to Peer Program and ensure that our senior leaders are engaged within our strategic accounts.
• Advocate customer needs/issues cross-departmentally and manage any escalations.
• Work with the CSE to maintain and develop Business and Technical Champions.
• Identify areas to develop relevant customer facing content that can be leverage on a one to many model for furthering the Customer Success journey.
• Engage the right resources from Qlik and its Partners to ensure success of our clients.
• Partner with other CSO teams to ensure that account issues are managed through to successful resolution - Use EWS (early warning signal).
• Ensure highest level of customer satisfaction across all client accounts.

Requirements

• Drive for execution/results–ability to execute and deliver against business goals consistently driving profitability and contribution to revenue achievement.
• Excellent listening, communication and presentation skills with strong ability to work collaboratively across the organization and obtain positive visibility and credibility quickly at the C-level. Ability to influence through persuasion, negotiation, and consensus building.
• Excellent program management skills and facilitation skills – strong ability to multi task, plan, and organize. Able to manage multiple projects at the same time and prioritize within competing priorities.
• Strong strategic capability with ability to deliver operationally.
• Strong relationship building skills both internally and externally.
• Able to navigate and effectively manage his/her business successfully in a matrix organization across borders. Understanding and respecting cultural diversity and operating successfully within that framework, including ability to think globally and act locally.
• Business and commercial acumen - Able to quickly understand the business, it’s issues, take ownership and develop and execute a strategy with the team that positively transforms the business and drives operational excellence and increased revenues.
• Committed to delivering outstanding customer service and supporting and driving our customers’ business success.
• Ability to nurture innovation and create an environment that encourages creativity and positive risk taking. Demonstrates creativity and entrepreneurial flair.
• Demonstrates high-level problem solving and analytical skills, excels under pressure and is results-driven.
• Bachelor degree or equivalent experience mandatory; Masters preferred

Languages

• Business level English mandatory
   

Experience

• 8+ years’ experience in a customer success or a business consultant role.
• Experience with escalation management working with Sales, Support and R&D.
• Strong technology background and product-centric mindset.
• Business Intelligence Industry background advantageous
• Demonstrated experience in driving strategy and execution on customer engagements. Proficient at explaining strengths, value, vulnerabilities, and planning customer engagements accordingly.
• Excellent program management skills, with a unique blend of creative problem solving, business acumen, and analytical aptitude. Experience managing numerous customers at different stages of the customer lifecycle with ease.
• Expertise and experience dealing with large, multi-national accounts at the most senior IT and business levels. Experience with account portfolio planning and prioritization.
• Capability as credible and effective VP-level advisor
• Proven effectiveness at leading and facilitating executive meetings and workshops.
• Ability to prioritize, multi-task, and perform effectively under pressure.

You will thrive if you are

• Have proven ability to drive true value for customers
• Have demonstrated desire for continuous learning and improvement
• Have a deep understanding of value drivers in recurring revenue business models
• Have a passion for delivering a positive Customer experience
• Master equivalent preferable
• MBA advantageous
   

Our way of giving back

To our communities, to the world, and to you is a core part of the culture at Qlik. We encourage our employees to participate in our numerous Corporate Responsibility Program initiatives.

Location/Mobility
This position needs to be located in Tokyo, Japan. We try to hire the best person for the job, whether they are on-site or virtual. A good cultural fit is the most important attribute for this role. A Qlik virtual workplace enables a team member to employ a self-motivated, disciplined, highly responsive approach in achieving team success.

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, please contact humanresources@qlik.com

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.