Managing Principal, Apac Customer Success Management

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 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 Organization at Qlik
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 leader of our Customer Success Management team is a cornerstone to ensure our team understands customer needs and creates and manages a set of offerings that result in highly successful and loyal customers while driving technology adoption.

The Managing Principal, APAC Customer Success Management role

We are hiring a Managing Principal who will join our APAC Leadership Team. The Managing Principal will be responsible for leading the APAC Customer Success Management Team in the region.

As the Managing Principal, you will work with your peers to develop and evolve the overall Customer Success strategy, while executing on organizational objectives, as well as operational excellence for our Customer Success team.

You will act as an advocate for Qlik customers within the company and know how to motivate and lead a regional team to continuously drive the successful adoption and value our customers realize with our solutions, as well as maximize the renewal and expansion of these customers.

Responsibilities include, but not limited to:

- **Drive Customer Success Outcomes**: Increase renewal rates and reduce churn; Influence future lifetime value through higher product adoption, customer success and overall health scores; Drive new business growth through greater advocacy and referenceability.
- **Define and Optimize the Customer Lifecycle**:Map customer journey; Develop listening points in journey (e.g., usage, engagement, etc.); Standardize engagement model for each point in journey; Define segmentation of customer base and varying strategies; Identify opportunities for continuous improvement; Learn from best practices in industry.
- **Manage end-to-end Customer Success Activities**:Onboarding, Training, Customer Success Management, Voice of the Customer Advocacy.
- **Measure Customer Success and create executive dashboards**: Define key metrics for team - customer health, adoption & engagement, %churn, engagement, revenue; Work with our operations team to establish/improve system for tracking metrics; Create cadence for review within team. Help build executive dashboards to effectively communicate progress being made in driving customer success and renewals, all the way to the board of directors.
- **Lead a World-class Customer Success Team**: Attract high potential individual contributors into team; Create rapid onboarding process for new team members; Foster collaboration within team and across the company.
- **Enhance Effectiveness and Efficiency Through Technology**: Scale and improve process and tools by up-leveling support systems and workflows; implementing new tools that can develop and scale robust programs focusing on critical areas of customer growth, such as KPI benchmarking, customer training and education, NPS surveys, and customer feedback.
- **Inspire Customer Success Across Qlik**: Create company-wide culture of Customer Success; Align with Marketing around marketing to existing clients; Align with Product and influence product roadmap; Align with Sales to facilitate selling with a retention focus; Align with Finance around measurement and forecasting; Align with Executive Team around key metrics and objectives; Drive company-wide definition of ideal customer. Create company-wide customer feedback loop.

Skills and qualifications for this role include:

- Customer Success leadership experience, including at least 4 years leading a successful, high-growth, customer facing organization within an enterprise SaaS company.
- Strong empathy for customers, a passion for revenue and growth, AND a deep understanding of value drivers in recurring revenue business models.
- Demonstrated scaling of teams in a high-growth environment.
- Enthusiastic and creative leadership skills to attract talent, build teams, and inspire as well as teach others.
- Experience leading a remote organization across APAC.
- Customer-centric mindset with a passion for delivering exceptional customer experiences.
- Excellent communication and interpersonal skills.
- Desire for continuous learning and imp