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 45,000 customers around the world. If you think we are interested, please read on – we may be looking for you! 

　　We are hiring a Critical Situation Manager to join our Global Support

　　Global Support Organization at Qlik

　　Critical Situation Manager

　　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.

　　Keys Responsibilities & Tasks

　　-          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 external stakeholders 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.

　　What we are looking for

　　-          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 builds working 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 and presentation skills.

　　-          Excellent communication and interpersonal abilities.

　　-          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.

　　-          Above average 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

　　Location/Mobility

　　Hybrid – EMEA or US or APAC.

　　About 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 numerous Corporate Responsibility Employee Programs

　　·          Learn about our Corporate Responsibility Program by visiting Qlik.org

　　·          Check out our careers in R&D here.

　　·          Check out our company page on Linkedin!

　　·          Follow us on Instagram @lifeatqlik and @Qlik

　　The base salary range for this role is $100,000-124,000.00. Compensation offered will be based on factors such as the candidate’s location, job-related skills, education, experience and other business and organizational needs. 

　　Qlik offers a comprehensive benefits package that includes, but is not limited to, healthcare and dental benefits, a 401(k) plan and match, paid time off, and mental health benefits. 

　　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 TransparencyNondiscrimination 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.