Director, Customer Support and Customer Experience
Location
Bangalore | India
Job description
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 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!
Our Customer Success Organization
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 Organization consists of Consulting Services, Global Support, Customer Success Management, and Customer Success Operations and Adoption Services, collaborating as one team to ensure we understand customer needs, consumption and outcomes.
We are hiring a Director, Customer Support and Customer Experience
We are looking for a Director, Customer Support and Customer Experience. Together with your team, you will be responsible for leading of 100+ employees between China, India, Japan and Australia. Working with cross-functional Qlik teams, you will bring expertise in Digital Transformation, Customer Success and Global Support and Customer Experience that transform the Qlik ecosystem. The ideal candidate is a seasoned professional who can bring subject-matter expertise, thought leadership, process, technology and industry experience to customer support and experience capabilities. You are a big thinker and collaborator who is highly analytical and results-oriented. You demonstrate the know how to understand a customer's perspective and how to deliver amazing customer experiences.
In This Role, You Will - Lead Global APAC Support teams (approx. 100+ people in 4+ countries)
- Will lead our Digital Support engagement (Community, Chat, support cases and escalations) and relationship with key leaders in APAC: Sales/Professional Services
- Transform our Support Team to become an engine of Adoption which will include:
- Increase Product Adoption
- Manage User consumption growth (Feature usage/Time in the platform)
- Create Delightful user experience
- Drive self service
- Create and execute User Journey
- Manage CSAT/NPS/Renewal Rate growth
- Work closely with and report to the SVP, a passionate leader who knows industry trends, heavy on implementing the latest and greatest, and seen as an industry expert in the software sales community
- Highly visible role to executive leadership around the globe
- This role will be based in Bangalore, India
Skills And Knowledge - Deep understanding of SaaS Global Support and Customer Experience
- Demonstrated success in building strong teams that apply their diverse skills and perspectives to achieve common goals
- Experience creating and managing roadmaps that cross multiple systems/applications/business capabilities
- Ability to identify, collect and evaluate analytics to drive automation and business KPIs
- Understanding of cloud software delivery and management technologies and the industry landscape around us
- Ability to articulate and advocate a technology vision, convincing business case and product roadmaps for digital initiatives with business stakeholders, internal teams and executive management
- Proven track record of managing business and vendor relationship and interacting with senior business executives
Qualifications & Skills Required To Be Considered - Bachelor's degree required; Master's degree a plus
- 10+Leading global support team in APAC
- 10+ years' experience leading digital transformation programs, delivering large or cloud system implementations in an enterprise Software or SaaS company
- 8+ years' experience within Customer Success Systems or Information Technology delivery organizations
- 5+ years' experience leading teams of program/project managers
- Gainsight, Zuora, NetSuite, Salesforce, PSA, Qlik business applications implementation experience preferred
- Demonstrated leadership and ability to act as a change agent within the organization
- Hands-on problem-solving skills, with the ability to clearly define a problem, synthesize data to drive to fact-based insights and strategic implications, to facilitate development of clear and thoughtful recommendations
- Superior communication skills, written, verbal and presentation, as well as the ability to develop concise and effective communications tailored to specific audiences. Must have proven ability to interact at and communicate to all levels of an organization.
- Excellent interpersonal skills to work effectively with a variety of individuals and departments
- Outstanding organizational skills and ability to multi-task and pivot as business priorities change;
- Experience working with globally distributed teams in a fast-paced and high-performance environment
- Open-minded with an ability to inspire and motivate others to deliver excellent results;
- Lean Six Sigma experience/training a plus
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
Bangalore, India
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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