Client Services Manager/ Senior Manager

Client Services
Menlo Park, CA

The Opportunity

Medallia’s Client Services Managers build deep relationships with top management at client companies, leverage those relationships to understand underlying client needs, then channel Medallia’s engineering and management resources to address those needs – often through innovative software solutions. Client Services Managers are critical to: growing Medallia’s business within clients, impacting the business direction of clients, and shaping the development of Medallia’s fast-evolving, best-in-class software products.

We are seeking Client Service Managers and Senior Managers who can take ownership of specific Fortune 500 accounts from the first day.

Primary Responsibilities

Build long-term, deep relationships within client organizations
- Form close working relationships with clients
- Maintain contact at all levels of the client organization
- Own the client account providing strategic direction and day-to-day support
- Work with clients to maximize the value of our products to them
- Foster adoption of our products and services throughout client organizations
Managing client implementations/enhancements
- Develop detailed specifications that address client needs
- Establish schedules with key milestones and execute them successfully
- Manage client expectations
- Work with product management and engineering resources to coordinate new feature development
- Use Medallia software platform to configure surveys/reports
- Troubleshoot problems when they arise
Provide analytical support
- Respond to client requests for data analysis
- Champion the value of Medallia data with proactive analysis
Develop long-term account-management strategies
Generate new business:
- in existing accounts through up-sell opportunities
- in new markets by identifying unmet business needs and suggesting product enhancements or new product development

Experience:

5-7 years client services or similar experience
Experience in management consulting, market research, and/or enterprise software preferred
Hospitality, financial services or retail background a plus
Proven track record of meeting and exceeding goals

Education:

Minimum of a BA/BS or higher from top school

Skills:

Superior project management skills
Strong interpersonal skills, with ability to work with both technical and business staff
Excellent analytical skills
Comfort with technical concepts and adept at learning new technology applications
Superior customer service skills
Strong written and oral communication and presentation skills
Knowledge of statistical software packages (e.g., SPSS) a plus
And, mostly, sound judgment

Personality:

An expert relationship builder
Entrepreneurial
Highly organized
Results-focused
Detail-oriented
Problem solver
Interested in high tech

Medallia is a great place to work. The team is both high-performing and collegial resulting in a unique company where employee turnover is low (the management team has been together since inception) and employee satisfaction is high. Compensation is highly competitive.

About Medallia

Medallia is a fast growing, profitable, privately held enterprise software firm that provides best-in-class enterprise feedback management programs to companies, from the Global 2,000 to individual establishments. We develop and operate the world’s leading SaaS based collaborative, Enterprise Feedback platform enabling companies to drive customer delight, employee engagement, and word of mouth.

Our mission is to integrate the best of Visualization, Data Mining, Text Mining, Collaboration, Notification and Messaging, CRM and Case management, Feedback management, Data Analytics, and Web 2.0 technology into a revolutionary, engaging, high performance platform.

Since the launch of its first product in 2001, Medallia has transitioned more than 50 national and international brands to its Enterprise Feedback solution. Today, more than 15,000 businesses and business units around the world are deployed on the Medallia system. Fortune 1,000 customers range from hotel chains (Hilton) and manufacturers (Pella) to retailers (Apple) and fitness organizations (Gold’s Gym). Medallia is highly regarded by its clients, with a 100% renewal rate.

Medallia is undergoing a tremendous growth: the word of mouth is strong, and implementations are happening at a vertiginous rhythm. If you feel that you can contribute to a fast paced, highly talented Team; you love innovating and taking command of your actions, come and be part of our success. At Medallia, the work of every Engineer ships. Feel the adrenaline of knowing that your own creation is being used across the globe, admired by customers, and envied by competitors. Join us!

Benefits

We provide comprehensive benefits that match or even surpass those offered by far larger companies:

Health (Anthem Blue Cross PPO and Kaiser HMO)

Dental (Delta)

Vision (VSP)

401(k) through Hartford Life

Flexible Spending Account

Commuter Check Program

Employee stock option plan

Paid time off