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Director, Professional Services Product Management

  • Location: San Mateo, CA, USA
  • Team: Professional Services
  • Role Type: Full-time -- People Manager Role
Medallia’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia is growing quickly with more than 1000 employees globally in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, Austin, Washington D.C., and Tel Aviv. 
Medallia Professional Services (PS) is launching a new Product Management function to design, develop, launch and maintain our Professional Services product suite. As the Customer Experience (CX) category continues to grow and evolve and as Medallia’s software is deployed to customers at all stages of their CX journey, we are creating a PS Product Management team to build out our services product offerings. This new team will be housed in our  Solutions Innovation & Architecture team which reports to our Global Vice President of Professional Services.
The Director of PS Product Management role is focused on all aspects of our Professional Services offering. You will be responsible for designing, developing, launching, and managing our Professional Services products. As the Direct of PS Product Management, you will lead a small team who will work closely with our PS delivery leaders to enhance our current offering and roll out new products in our core services areas: Implementation Services, Managed Services, Adoption Services, Advisory Services, Partner Expert Services, Advanced Technical Services and Education Services. You will also collaborate cross-functionally with Product, Product Marketing and Sales to ensure new products are released seamlessly.
You must possess in-depth knowledge of all aspects of product management and have a strong understanding of professional services in a SaaS context.  You are an experienced leader with strong project management skills who easily builds rapport with executive-level stakeholders.

Key Responsibilities

  • Adoption of professional services products that drive customer business impact, which results in the satisfaction and retention of Medallia customers and expansion of our software
  • Ensure professional services product portfolio achieves a positive gross margin
  • Oversee entire Professional Services product portfolio: Implementation Services, Managed Services, Adoption Services, Advisory Services, Partner Expert Services, Advanced Technical Services and Education Services. Director role is directly responsible for a subset of these areas, including Advisory Services, Partner Expert Services, and Advanced Technical Services
  • Partner with Professional Services leaders and our Heads of Services Product Lines to design services products that meet evolving customer needs
  • Engage with our customer feedback program and initiate discovery with customers to inform new product offerings
  • Work closely with our PS Operations, PreSales, Sales Operations, Product Marketing and Product teams to launch new offerings & enhance/maintain once launched
  • Manage Professional Services commercial collateral including SOW templates, contracts and scoping materials for each product offering
  • Initiate and provide input on Professional Services product marketing collateral
  • Develop Professional Services delivery collateral including product-specific project manager guides, playbooks and customer end product templates
  • Proactively identify challenges and issues in our current suite of offerings and work cross-functionally to diagnose, recommend and implement solutions

Basic Qualifications

  • 8+ years of work experience
  • 2+ years of experience in product management
  • Strong verbal and written communication skills
  • Strong execution orientation with a track record of launching new/improved products either in a software or services context
  • Strong analytical and problem-solving skills
  • Organized, detail-oriented and strong management skills to drive innovation

Preferred Qualifications

  • Previous experience in Services Product Management or Offer Engineering
  • Technology Professional Services or Management Consulting client experience
  • Experience in the Customer Experience (CX) field
  • Experience in a related functional area: Product Marketing, Sales or Product/R&D
  • MBA or Graduate Degree in Engineering, Economics or Design
  • Skilled people manager with experience leading and growing a high-performing team
  • Proven ability to communicate with business and technical audiences at all levels, including demonstrated success influencing senior leaders and decision makers
  • Entrepreneurial, comfortable with ambiguity, and willingness to roll up sleeves and execute

At Medallia, we don’t just accept difference – we celebrate it 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. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t unlawfully discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other category protected by law.

Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and state disability laws.