Senior Client Success Manager

Are you driven to make your customers wildly successful? Is working with industry leaders something that excites you? If you answer Yes to all those questions than this is a role for you. As a Customer Success Manager II you will manage the client relationship throughout the customer life cycle. You will oversee a defined list of accounts and be responsible for the holistic health of the customer by facilitating strategic direction setting, partnering with sales, professional services, product and marketing.  The main goals of the role are to measure and realize value, drive product adoption and expansion of Medallia’s product suite.

Internally across Medallia, you will proactively build relationships and bring the best of what Medallia has to offer to our clients (e.g., new product, process innovation, research and insights).  In addition, you will reactively resolve any and all client conflicts by escalating and driving a sense of urgency where and when necessary.

Customer Success: measured by adoption and value realization of Medallia’s product suite and services, published case studies, participation in webinars and conferences, and overall client NPS
Medallia Success: measured by financial performance of your accounts, renewal and expansion

Responsibilities

• Contact and start developing relationships with your customers
• Track and assess account health
• Formulate an action plan to manage goals, challenges, risks and growth opportunities
• Build trusted advisor relationships with key decision makers at your customers
• Execute on your action plan per customer
• Collaborate cross functionality with internal Medallia teams (e.g., Sales, Marketing, Product, Services, etc.) to drive a long-term healthy customer program
• Ensure timely and accurate customer health updates (StrikeDeck, SalesForce.com)
• Own forecasting and prioritization for customer success amongst your assigned accounts
• Represent the voice of the customer and employee in leadership meetings
• Create reference-able customers (case studies, reference calls, speaking engagements)
• Completes all required Product, Industry and Competition certifications and can understand what’s critical for each customer in order to protect and grow Medallia’s customer base
• Incorporates knowledge of Medallia’s products and services, the customer, and key competitors across the customer journey and uses that knowledge to uncover risk, customer needs and create value based solutions.

Qualifications

Minimum Qualifications

• 7+ years of customer-facing experience in a CSM function, account management, consulting or closely related role
• Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
• Experience facilitating meetings, delivering executive presentations and resolving conflict with resources at all levels
• Ability to handle challenging customers or situations and drive to mutually agreeable outcomes
• Proficient in building and delivering compelling proposals and presentations via the GSuite set of products

Preferred Qualifications

• Experience within a SaaS environement and with Enteprise Software related to Customer Experience, Employee Experience or other relevant solutions
• Excellent and empathetic account leadership, advocacy and coordination skills with a bias for action
• Passionate about your customers’ success
• Accomplished presentation skills
• Ability to work creatively and analytically to solve problems
• Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations
• Demonstrated ability working collaboratively across the organization to achieve results important to your customers (Presales, Sales, Product, Professional Services, etc.)

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $110,400 – $152,000. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, the candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short-term and long-term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative-action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law.

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