Critical Situation Manager

About Qlik

Qlik is recognized as a Gartner Magic Quadrant leader for 15 consecutive years. The company helps organizations turn complicated data environments into practical insights that support faster and smarter business decisions. Its platform serves more than 40,000 customers worldwide and combines data quality, AI/ML capabilities, integration, governance, and real-time analytics to uncover patterns and solve complex problems.

Role Overview

As a Critical Situation Manager, you will be at the center of the most high-stakes moments in the customer lifecycle. You will take ownership of major escalations, provide structure during uncertainty, and guide both customers and internal teams from the point of issue identification through to final resolution.

This position calls for a strong blend of technical awareness, executive-level communication, and the ability to coordinate outcomes across multiple teams in demanding situations.

The role is ideal for someone who performs well in fast-moving environments, is comfortable working through ambiguity, and has a track record of managing urgent customer escalations with confidence.

Why This Role Stands Out

• You will have direct impact during critical customer moments and help create order in high-pressure situations.
• You will own escalation cases end to end and remain accountable for progress and resolution.
• You will combine technical judgment with business understanding to make sound decisions.
• You will work across engineering, support, customer success, and leadership teams, influencing action without formal authority.

Key Responsibilities

• Lead critical situations with confidence and ensure the response is structured, timely, and effective.
• Serve as the main coordinator and communicator for customers and senior stakeholders during urgent issues.
• Simplify complex technical matters into clear updates and business-relevant messaging.
• Bring the right teams together quickly, remove blockers, and keep resolution efforts moving forward.
• Protect customer trust by managing escalation handling in a consistent and visible way.
• Translate customer problems into internal priorities, next steps, and accountable actions.
• Influence multiple teams to align on urgency, ownership, and execution.

What We Are Looking For

• Proven background in crisis management or escalation handling, with ownership from issue discovery through resolution.
• Strong technical literacy and the ability to understand cloud, SaaS, and enterprise software environments.
• Ability to stay composed, organized, and decisive when working under pressure.
• Clear executive communication skills and confidence engaging with senior stakeholders.
• Good understanding of service delivery and customer expectations.
• Experience working across engineering, support, and customer success teams without direct reporting authority.
• Capability to turn complex situations into practical action plans.

Location

This position is based in Singapore, or in India at Bangalore or Mumbai.

Additional Information

Qlik offers career growth opportunities, mentoring, and a collaborative environment centered on innovation, technology, openness, and global diversity. The company also supports an extra day for “change the world” activities, another day for personal development, and encourages participation in Corporate Responsibility Employee Programs.

If you need a disability-related accommodation during the application process, you may request assistance by email. Any information shared for this purpose will be handled under Qlik’s Recruitment Privacy Notice, and only accommodation-related emails will be addressed.

Unsolicited support from search firms is not accepted for this opening. No phone calls or emails should be made regarding this position. Resumes submitted by search firms without a valid written agreement will be considered the property of Qlik, and no referral fee will be paid if a candidate is hired through such a submission.

Who Can Apply

Experienced professionals who can lead critical customer escalations, communicate effectively with senior stakeholders, and work across teams in high-pressure situations are the best fit for this opportunity.