What makes us Qlik
A Gartner® Magic Quadrant™ Leader for 15 years in a row, Qlik transforms complex data landscapes into actionable insights, driving strategic business outcomes. Serving over 40,000 global customers, our portfolio leverages pervasive data quality and advanced AI/ML capabilities that lead to better decisions, faster.
We excel in integration and governance solutions that work with diverse data sources, and our real-time analytics uncover hidden patterns, empowering teams to address complex challenges and seize new opportunities.
The Critical Situation Manager Role
At Qlik Global Support and Customer Experience, we are committed to empowering our customers with seamless support and innovative solutions. Our team brings together passionate problem-solvers, technical experts, and customer advocates who work to ensure customer success at every step of their Qlik journey.
We believe in proactive engagement, self-service empowerment, and collaborative partnerships to help customers achieve their goals. Together, we strive to deliver exceptional experiences, build trust, and foster long-term relationships that drive transformation and growth.
As a member of the Global Support Organization, the Critical Situation Manager acts as the communication focal point for the customer, coordinating all resolution efforts of internal teams from the initial problem identification to post-mortem analysis on the most impactful customer problems involving Qlik products and services.
The Critical Situation Manager is both technically competent and business oriented.
What makes this role interesting & here's how you'll be making an impact:
- Crisis Preparedness: Develop and maintain a comprehensive crisis management plan, including risk assessments, response protocols, and communication strategies. Collaborate with relevant departments to ensure crisis readiness, conducting regular drills and simulations.
- Emergency Response: Act as the central point of contact during crises, coordinating response efforts across various teams and departments. Make informed and timely decisions to address the immediate impact of the crisis and minimize potential damage.
- Critical Situation Management: Ensure the flawless execution of the escalation resolution process, with clear communication that drives very high internal/external customer satisfaction levels. Works directly with customers as a point of contact in certain circumstances to provide assurance and resources as needed.
- Communication and Stakeholder Management: Develop and implement communication strategies to keep internal and informed during crises. Work closely with public relations and communications teams to maintain a positive image and transparent communication.
- Regional Escalations Coordination: review open escalations with regional escalation owners and CSMs on a weekly cadence to provide guidance on them.
- Post-Crisis Analysis: Conduct thorough post-crisis reviews to identify areas for improvement and update crisis management plans accordingly. Provide recommendations for organizational resilience and risk mitigation based on lessons learned.
- Training and Awareness: Train employees in crisis management procedures, ensuring a well-prepared and responsive workforce. Foster a culture of awareness and readiness throughout the organization.
We're Looking For a Teammate With
- Bachelor's or master's degree with proven experience in crisis management or a related field.
- Creative problem-solving, attention to detail, integrity and accountability skills are a prerequisite to be successful in this job.
- Must be technically literate and articulate technical issues in a relevant way to both engineers and management. Technical knowledge of multi-tenant, cloud systems, and highly sophisticated infrastructure is highly desirable.
- Influential teammate that buildsworking relationships across all organizations, including Qlik partners. Demonstrates developing and maintaining productive relationships across organizations to complete business objectives.
- Well versed in the business of service delivery with experience developing and managing projects stakeholders, senior executives, and customers
- Excellent project management skills, including the ability to influence teams to handle projects.
- Strong business acumen with the ability to understand and translate customer's needs.
- General knowledge/experience in SaaS, Software Industry, with the ability to learn about and understand enterprise software products.
- Excellent communication, interpersonal and presentation skills.
- Ability to remain calm and focused under pressure.
- Ability to work collaboratively in a team environment and manage multiple projects simultaneously.
- Self-motivated with a curious mindset and a passion for improving the status quo constantly.
- Ability to manage expectations, promote information sharing across diverse groups, and represent the customer in internal discussions.
- Strong team player with proven coaching and mentoring abilities.
The location for this role is:
Singapore
Apply now and help change how the world transforms complex data landscapes into actionable insights and turns complex data challenges into new opportunities!
More About Qlik And Who We Are
Find out more about Life at Qlik on social: Instagram, LinkedIn, YouTube, and X/Twitter, and to see all other opportunities to join us and our values, check out our Careers Page.
What else do we offer
- Genuine career progression pathways and mentoring programs
- Culture of innovation, technology, collaboration, and openness
- Flexible, diverse, and international work environment
Giving back is a huge part of our culture. Alongside an extra change the world day plus another for personal development, we also highly encourage participation in our Corporate Responsibility Employee Programs
If you need assistance applying for a role due to a disability, please submit your request via email to [Confidential Information]. Any information you provide will be treated according to Qlik's
Recruitment Privacy Notice. Qlik may only respond to emails related to accommodation requests.
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.
