Professional Services, Senior Program Manager

Location : Remote, United States | Team: Professional Services

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.

We are building an elite team that will define and deliver on a scalable portfolio servicing model for the Value segment. Through employing a systematic and process-driven approach, we aim to set the industry bar in program management, relationship management and strategic program design. 

In this role, you will own a portfolio of accounts, providing CX guidance and best practices, and serve as a point of escalation for program teams as needed. You will also ensure accounts are aligned to business objectives and driving program value paving the way for account renewals and expansions.  As team lead, you will be supporting the professional development of your team members, becoming their mentor and coach. You will ensure compliance from your team on internal KPIs and MBOs.

Responsibilities:

  • Relationship Management: Own and manage the long-term success of customer programs and multi-level client stakeholder relationships
  • Portfolio Management. Drive operational and financial targets, at scale, through management of account portfolio including margin, utilization and top line growth targets.
  • Team Management: Lead and inspire a team in deploying and managing Medallia solutions.
  • Build a community and shape the team culture
  • Provide regular, timely, and well structured feedback to team members
  • Teach, mentor, and coach, with focus on portfolio mindset
  • Manage escalations for program teams
  • As a leader in Professional Services, you will own and drive key initiatives including developing and promoting services offerings around all aspects of PS delivery.

Minimum Qualifications:

  • Minimum of 10 years of experience, with prior role(s) in customer relationship management, strategic program management, consulting, sales/business development, account management, and/or project management in a business-to-business environment.
  • Operational and financial Professional Services experience. 
  • Proven track record of success delivery on NPS, renewal / account health metrics 
  • Exceptional leadership, interpersonal and relationship building skills
  • Experience managing and growing Professional Services team. 
  • Education: Bachelor’s degree required.

Preferred Qualifications

  • Experience directly working in one of the following industries: Software, Hospitality, Financial Services, Automotive, B2B (any industry), and/or Retail.
  • Advanced degree, PMP certification
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. 

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