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Customer Success Manager, Strikedeck

  • Location: Austin, TX, USA
  • Team: Professional Services (Strikedeck)
  • Role Type: Full-Time Employee (Individual)
Medallia’s mission is to help companies win through customer experience. The world’s best-loved brands trust Medallia’s Experience Cloud™, which embeds the pulse of the customer in an organization and empowers employees with the real-time customer data, insights, and tools they need to make every experience great. Named a leader in the most recent Forrester Wave and ranked in the 2018 Forbes Cloud 100 list, Medallia is growing quickly, with a global footprint that spans Silicon Valley, Austin, New York, Washington DC, London, Paris, Sydney, Buenos Aires, and Tel Aviv. Here, we value people for each of the aspects that make them whole. We believe that people should not be defined only by a job title—nobody is "just an engineer" or "just a salesperson." We are each partners, parents, children, siblings, friends, and former classmates. We have different backgrounds and we celebrate different cultures. And, just like our product, we honor each of the experiences that build our people.

At Medallia we hire the whole person, not just a part of them.

We are building an elite team that plays a central role in our customer’s success that embodies excellent customer service and sets the industry bar in relationship management and strategic program design.  This role is an ideal opportunity for someone who enjoys creative project/program management, skilled relationship development, and demonstrates finesse in using technology to solve business challenges.

The Strikedeck Customer Success Managers at Medallia handle the day-to-day relationship with our customers and own ultimate accountability for successfully delivering value to clients through Medallia's Strikedeck products. It's a big job that offers an incredible opportunity to drive value not only for Medallia, but also for the world-class companies we serve. 

Establish Customer Support Practices
Customer Success Managers are responsible for offering guidance regarding policies and procedures that optimize the customer experience. Customer Success Managers may gather feedback from their customers, study other customer success programs and analyze customer data to identify the best practices.

Provide Technical and Product Support
Customer Success Managers must know the company’s products inside and out. They are often called upon to provide technical support to customers or to provide training on their products. They may even help customers plan and understand the best ways to utilize their software or products based on the customer’s business needs or business plans. The Customer Success Manager is not focused on making sales, rather on educating their customers on the flexibility and capabilities of their software so customers are encouraged to continue using their services.

Responsibilities

  • Own multi-level client stakeholder relationships with your portfolio of customers, which includes:  increasing adoption, ensuring retention, establishing trusted customer relationships and driving continued value of our products and services
  • Handle new client on-boarding, setup and training, which may include helping customers through technical questions to best practices 
  • Work with clients to establish and achieve critical goals and key performance indicators
  • Identify and develop up-sell opportunities. Manage program profitability through aligning activities to strategic account goals and drive program renewals and incremental expansions
  • Advocate customer needs/issues cross-departmentally
  • Develop and manage on-boarding plans while driving the internal coordination and execution of tasks across teams
  • Support quality assurance activities when providing features to clients
  • Provide client support when analyzing large sets of data
  • Leverage the latest Strikedeck tools, features and functionality to your customer’s needs
  • Own multi-level client stakeholder relationships with your portfolio of customers, which includes:  increasing adoption, ensuring retention, establishing trusted customer relationships and driving continued value of our products and services
  • Handle new client on-boarding, setup and training, which may include helping customers through technical questions to best practices 
  • Work with clients to establish and achieve critical goals and key performance indicators
  • Identify and develop up-sell opportunities. Manage program profitability through aligning activities to strategic account goals and drive program renewals and incremental expansions
  • Advocate customer needs/issues cross-departmentally
  • Develop and manage on-boarding plans while driving the internal coordination and execution of tasks across teams
  • Support quality assurance activities when providing features to clients
  • Provide client support when analyzing large sets of data
  • Leverage the latest Strikedeck tools, features and functionality to your customer’s needs

Preferred Qualifications

  • Experience with Customer Success Platforms
  • Experience with SaaS solutions such as Salesforce
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. 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.