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Professional Services Manager

  • Location: London, United Kingdom
  • Team: Professional Services
  • Role Type: Full-time -- Individual Contributor 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. 
The Professional Services team deploys and manages the Medallia customer feedback platform. As a member of the team, you work with senior decision makers at admired brands on the mission-critical task of helping companies improve in the eyes of their ultimate judges: customers. You work with cutting-edge technology and tackle real business problems. You conduct analysis that deepens companies’ understanding of what works and what doesn’t. You position yourself for many career options, not only in Customer Solutions but also in Product, Marketing, and Sales. Mainly, you get to build: build improvement for our customers, build a great company, and build a new industry.

The Role

  • Medallia’s Professional 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.


  • Build long-term, deep relationships within customer organisations
  • Form close working relationships with customers
  • Maintain contact at all levels of the customer organisation
  • Own the customer account providing strategic direction and day-to-day support
  • Work with customers to maximise the value of our products to them
  • Foster adoption of our products and services throughout customer organisations
  • Managing customer implementations/enhancements
  • Creatively design/customise 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
  • Involvement in cross-functional initiatives, i.e. with Product, Engineering, Marketing, Sales etc
  • 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

Minimum Qualifications

  • Bachelor’s Degree or equivalent work experience
  • Management experience in enterprise software, management or IT consulting, project management, market research, customer relationship management, or similar experience 

Preferred Qualifications

  • MBA or Master’s preferred
  • Extensive client services or similar experience
  • Background in Hospitality, Financial Services, B2B, Telecommunications and/or Retail industries a plus
  • Proven track record of meeting and exceeding goals

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.