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Director Enterprise Support Delivery


This is a Full-time position in Newton Center, MA posted April 7, 2021.

DescriptionWhat 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 11 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 45,000 customers around the world.

If you think we are interesting, please read on – we may be looking for you!  Director Enterprise Support DeliveryDelivering 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 Global Support, Customer Success Management, Renewal and Operations, collaborating as one team to ensure we understand customer needs, consumption and outcomes, in order to create, deliver and manage a set of offerings that result in highly successful and loyal customers.The Director
– Enterprise Support is a member of the Global Support leadership team, reporting to the Vice President of Global Support.As a Enterprise Support Director, you will work cross functionally with Customer Success Managers, Professional Services, Sales, Support, R&D and Product Management to define, design and execute our strategy for Enterprise Support. Ultimately, we want our customers to be delighted by their experience with Qlik and achieve their outcomes in a timely manner.The Director, Enterprise Support is a key role in our Global Support organization with responsibility for helping our customers adopt our solutions by providing assistance at every digital interaction (Webinars, Social Media, Community, etc.), ensuring that they receive value to achieve their outcomes.   We want to move away from the break/fix mentality, focus on value-added services by transitioning our processes and tools to predictive, proactive, and driving innovation.Customer Time-to-Value and satisfaction are our objectives, renewal and expansion are outcomes.Key Responsibilities & TasksEnsure that every customer interaction starts digitally (Self Service, Community, Chat,…) that the interaction is monitored by the Support organization proactively, that our content is always up to dateLead knowledge base content creation, best practices and methodologies to deliver unsurpassed service and supportEnsure continuous improvement of our current processes, quality, technology, and organizational skills to identify areas for advancement.Own and bring to conclusion customer escalations by working with cross-teams in Support, R&D and the entire Qlik eco-systemDrive daily incident management from detection (digital interaction, Early Warning System, system monitoring) to resolutionLead by example to cultivate and maintain a culture built on teamwork and collaborationDefine and manage department’s vision, mission and objectivesCompetencies and skills:The skills and qualifications required for this role: Bachelor’s degree required for computer science or related preferred; Master’s degree is a plus.5+ years leading globally dispersed teamsKnowledge of Cloud SaaS offerings is a plusExperience or certification in Process, Quality, Customer Success best practices, such as ITIL V4 certification (or similar), Pendo (or similar), SalesForce, Totango or Gainsight required12+ years’ experience in technical support, account management, customer service requiredExperience in one-to-many Support strategies including, community, chat and social media support requiredProfound knowledge and experience in managing and exceeding Support KPI’s and critical Technical Support Metrics
– CSAT, Time to Resolution (TTR), Backlogs etc.Applicants for this role need to wake up in the morning thinking about customer success and how to deliver world-class customer experienceExcellent interpersonal skills will be needed in order to build the strong relationships, particularly with field organizations and business partners, which will be critical to success.EducationBachelor’s DegreeLocation/MobilityUSA
– Raleigh (Primary)USA
– BostonUSA
– New YorkAbout 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 Check out our careers in R&D here. Check out our company page on Linkedin! Follow us on Instagram @lifeatqlik and @Qlik  Check us out on Youtube! 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 during the application and/or recruiting process, please contact us via the Accessibility Request Form AGENCIES: 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.#LI-NO