Vice President, Customer Success Management & Renewals

Qlik - Radnor, PA (30+ days ago)3.9

What Makes us Qlik
We’re motivated to help people make discoveries in data, share insights, make decisions and act with confidence. Making a difference, both in small and large ways, is our passion.

At the heart of Qlik is our Swedish soul, which guides everything from our culture and product design approach to our corporate social responsibility program. It’s what drives us to create a culture of innovation.

We believe data can change the world. And we believe people can, too.

The 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 Vice President of our Customer Success and Renewal 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.

Leading Customer Success Management and Renewals at Qlik
The VP, Customer Success Management and Renewal is a senior member of the Customer Success Services organization reporting directly to the Chief Customer Officer, who in turn reports to the CEO. As such, you will work with your peers to develop and evolve the overall Customer Success and Renewal 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 also know how to motivate and lead a global team of approximately 60 internal people and 60 outsourced 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. Customer Success Management is currently organized with the following functions: High touch Customer Success management, Low touch and cloud customer success, Renewal management and digital nurturing, and Adoption services and analytics.

The ideal candidate will be someone who has a proven track record in leading a client success team in a high growth SaaS software organization. The VP will be responsible for ensuring client satisfaction through renewals, evaluating client growth strategies, generating usage reports, and maximizing upsell opportunities by engaging with Sales, Solutions, Product Development, Product Management, Support, and Education as necessary.

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 reference-ability
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, Customer Success Engineers, Voice of the Customer Advocacy
Implement an early warning system: Map data and customer journey to setup alerts that allow the team to address problems quickly and enables the team to focus on accounts that require help.
Measure Customer Success and create executive dashboards: Define key metrics for team - customer health, adoption & engagement, %churn, engagement, revenue; Establish system for tracking metric; Create cadence for review within team. 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
Customer Success leadership experience, including at least ten years leading a successful, high-growth, customer facing organization within an enterprise software company; preferably leading a SaaS Customer Success organization with deep understanding of value drivers in recurring revenue business models
Experience working and leading teams in Sales, Post-Sales, Product and/or Customer Support
Experience leading a global organization, spanning Americas, EMEA and APAC highly desired
Have been part of, or preferably led, a key transformation
A record of success leading Account Management efforts at scale
Demonstrated scaling of teams in a high-growth environment
Desire for continuous learning and improvement
Enthusiastic and creative leadership skills to attract talent, build teams, and inspire as well as teach others
Strong empathy for customers AND a passion for revenue and growth