Senior Product Marketing Manager, Contact Center (Remote, US)

Location : Washington, DC, USA | Team: Product Marketing

Role Type: Full-Time Employee (Individual)

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.

The Role
Medallia is looking for an experienced and motivated Senior Product Marketing Manager to lead the messaging, positioning, and delivery of our Contact Center Suite. Our Contact Center Suite helps contact centers of all sizes to deliver the best customer and agent experiences. We do this by capturing and scoring all interactions, anticipating customer pain points and proactively responding at scale, identifying high-value interactions for manual review and coaching, and democratizing data across the organization.  As part of the Strategy and Product Marketing organization at Medallia, you will be an experienced global marketer with exceptional writing, organizational, and communication skills. Working closely with marketing, sales, and product teams, you will drive the go-to-market strategy for product launches, marketing programs, sales enablement, competitor intelligence, and pipeline support. You are collaborative in nature, a true team player, that builds strong cross-functional relationships. You’re used to juggling multiple projects at once and working with tight deadlines. You are passionate about customer and employee experience.


  • Tell a meaningful and differentiated story for our Contact Center Suite. Develop concise, compelling messaging that emphasizes business value and differentiation and create aligning use cases. Be the expert on our buyers, who they are, how they buy and their key buying criteria. Monitor the competitive landscape to understand how they are positioned and defining product positioning that differentiates.
  • Create compelling and easy-to-consume content. Develop marketing materials and website content for your product portfolio by working with internal and external team members to create compelling content (e.g., presentations, brochures, videos, eBooks, infographics, blog posts, web copy, email content etc.).
  • Communicate the evolution of Medallia’s contact center capabilities and solutions. Plan and execute the launch of new products and releases in close coordination with Product Management and the Quarterly Release GTM Team. Support customer communications including presenting new features and roadmap.
  • Drive revenue by supporting marketing and sales teams. Conceive and execute customer base communications and marketing programs to upsell and cross-sell solutions. Work with Global Campaigns, Field and Partner Marketing to execute on and track success of the lead generation campaigns, nurture programs, and funnel optimization programs.
  • Enable internal and external stakeholders. Educate and enable Medallia’s Sales and Services teams, along with strategic partners, to be able to confidently communicate the value and competitive differentiation of our Contact Center Suite. Educate and enable Medallia customers and users on the value of our platform.

Minimum Qualifications

  • 5+ years of experience in marketing and/or product marketing
  • Experience marketing software innovations to users and buyers and creating narratives to position and sell products in compelling ways.
  • Cross-marketing knowledge and skills to contribute to overall marketing objectives
  • Bachelor’s degree or equivalent work experience

Preferred Qualifications

  • SaaS experience
  • Experience with contact center or customer service technologies or in the contact center / customer service spaceAbility to effectively communicate and collaborate cross-functionally to deliver results, and initiate and forge trusting relationships across a diverse team
  • Consistent track record of performing well in a rapidly changing and high growth environment with proven ability to prioritize and differentiate what matters from the noise, meeting deadlines without sacrificing quality
  • Understanding of go-to-market strategies and methodologies
  • Skilled in leading presentations and discussions with business, technical, and sales stakeholders
  • Excellent verbal and written communication skills (e.g. presenting compelling narratives in public settings and to internal audiences)
  • Proven ability to identify risks, resolve issues, and communicate with stakeholders
  • Demonstrated initiative and follow-through managing concurrent projects
  • Demonstrated experience influencing without authority, including senior management
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. Equal opportunity is afforded to all qualified applicants and employees. We do not 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 protected category. We also consider all qualified applicants regardless of criminal histories, consistent with legal requirements. 

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

For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.

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