The Opportunity
Medallia’s Client Solutions and Services Managers build deep relationships with top management at customer companies, leverage those relationships to understand underlying customer needs, then channel Medallia’s engineering and management expertise to address those needs through innovative software solutions. Our Managers are critical to growing Medallia’s business within customers, impacting the business direction of customers, and shaping the development of Medallia’s fast-evolving, best-in-class software products.
We are seeking Managers who can take ownership of specific Fortune 500 accounts from the first day.
Primary Responsibilities:
- Build long-term, deep relationships within customer organizations
- Form close working relationships with customers
- Maintain contact at all levels of the customer organization
- Own the customer account providing strategic direction and day-to-day support
- Work with customers to maximize the value of our products to them
- Foster adoption of our products and services throughout customer organizations
- Managing customer implementations/enhancements
- Creatively design/customize a Medallia solution and develop detailed specifications to best address customer needs
- Establish schedules with key milestones and execute them successfully
- Manage customer expectations
- Work with product management and engineering resources to coordinate new feature development
- Develop business insight on relevant customer industries
- 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
- Involvement in cross-functional initiatives, i.e. with Product, Engineering, Marketing, Sales etc
Experience:
- 5-10 years client services or similar experience
- Experience in management consulting, IT consulting, market research, and/or enterprise software preferred
- Background in Hospitality, Financial Services, B2B, and/or Retail industries a plus
- Proven track record of meeting and exceeding goals
Education:
- Minimum of a BA/BS or higher from top university
Skills:
We’re looking for individuals with exceptional:
- Project management skills
- Problem solving skills
- Interpersonal skills, with ability to work with both technical and business staff
- Comfort with technical concepts and adept at learning new technology applications
- Analytical skills
- Customer service skills
- Knowledge of statistical software packages (e.g., SPSS) a plus
Personality:
- Self-starter
- Innovative
- Can-do attitude
- Structured thinker
- Highly organized
- Detail oriented
- Results-focused
- Team player
- Sound judgment
- Fast learner
- Adaptable to changing environments
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.
