Client Services, Engagement Manager

Overview

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together.

Bring your whole self.

About This Role

At Medallia, the Engagement Manager (EM) is the strategic architect of the customer relationship. You are responsible for the delivery, health, satisfaction, and long-term value realization of our enterprise clients.

The EM partners with the Account Executive (AE) to ensure the overall success of an account. The AEs manage the commercial contract and renewal negotiations while collaborating with the EM on the partnership lifecycle. The EMs ensure that the client’s business goals are met through the Medallia platform, orchestrating a team of Consultants to deliver world-class Experience Management (XM) programs. You are the "Value" lead—making sure the client sees clear ROI every day

Responsibilities

Program Management

• The Quarterback: Lead the internal Medallia account team (Consultants, Insights Analysts, and Support) to ensure high-quality delivery that aligns with the client’s business objectives through a proactive strategic program roadmap.
• Vision and Strategic Roadmap: Collaborate with our clients to create a vision for their Experience Management programs. Set the vision for the Experience Management programs. Design and execute strategic program roadmaps that drive optimum value and are rooted in a deep understanding of the customer’s corporate and programmatic objectives
• Client Management: Own and manage multi-level client stakeholder relationships, including cross-functional touchpoints
• Team Management: Develop and manage project plans while driving the internal coordination and execution of tasks across teams
• Adoption & Health: Proactively monitor account health, platform adoption and user sentiment. Leverage the latest Medallia Experience Cloud tools, features and functionality to meet your customer’s needs.
• Best Practices: Act as an industry expert, advising clients on how to mine insights and turn customer and employee "signals" into actionable operational changes.
• Voice of the Customer: Advocate for your clients internally