This job is expired We're automatically mark job as expired after 180 days of its inactivity

Job details

Customer Success Senior 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 understanding and management of experience for candidates, customers, employees, patients, citizens and residents.

We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success.

We believe: Every Experience Matters. Talent is Everywhere. All Belong Here

At Medallia, we hire the whole person.

Are you known as an inspirational person? 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 then this is a role for you. As a Senior Customer Success Manager 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.

Responsibilities:

Assimilate with account teams both internally and externally to:
- 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)

Qualifications:

5+ years of customer-facing experience in a CSM function, account management, consulting, or client service role
Experience working with SaaS solutions and managing recurring revenue
Proficient in building and delivering compelling proposals and presentations via the GSuite set of products
Willingness to travel up to 50%, to be determined by client needs and individual’s geographic location and abilities

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. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.