Customer Experience Principal, Asia Pacific & Japan

Location : Tokyo | Team: Solutions Principals

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.

As a Customer Experience Principal, you work with senior decision makers at admired brands on a mission critical task—helping companies improve in the eyes of their ultimate judges: customers. You work with cutting-edge technology and tackle real business problems. You gain exposure to a wide range of industries and work with great colleagues. You are a critical member of the sales team, a leader, teacher, and mentor within a vertical, and a trusted advisor for our prospects and customers. 
You will, ideally, be based in Tokyo, but your role will cover all of our key markets across Asia Pacific. Customer Experience Principals strategically partner with Prospective Customers, Customers and Medallia Sales Team’s.

Specifically, you will:

  • Build relationships with senior leaders in target strategic accounts, both prospects and customers
  • Meet with senior business leaders at prospect companies to understand their business goals and articulate Medallia’s value proposition
  • Shape our clients’ and prospects’ Customer Experience vision by sharing best practices, telling stories about how other organizations we’ve worked with have approached obstacles and challenges, and generally serving as the senior CX and/or vertical domain expert during sales cycles
  • Present Medallia thought leadership during strategic sales cycles--you are a critical voice of expertise and guidance to help prospects understand how to use Medallia to achieve their business goals
  • Understand Medallia product capabilities and be able to convincingly articulate Medallia’s unique differentiators, particularly as they help solve the business problems faced by each client/prospect
  • Support the sales organization in solution design for the largest, most complex enterprise companiesContinue to develop your vertical expertise and share it with the sales team, other Medallia teams, clients and prospects through informal and formal knowledge sharing
  • Actively participate in company-wide strategy and product vision for the vertical or horizontal, representing the market point of view
  • Mentor and grow future vertical and CX domain experts within the company
  • Partner with the sales team on sales strategy
  • Partner with sales leadership on account strategy, region development and team ramping
  • Partner with the Medallia, (or Partner), Implementation and Managed Services teams to provide best practice guidance, participate in strategic meetings and help with senior relationship management as needed
  • Be an active contributor to the community, both inside and outside of Medallia, through sharing of thought leadership and best practices via content development, speaking events, customer advisory board, etc.

Skills and Expertise:

  • Deep experience with helping companies to transform their customer’s experience across their key customer journeys (which includes all channels)
  • Experience working across verticals and industries
  • Creator and presenter of thought leadership related to customer experience and voice of customer (VoC)
  • Helping companies embed the Net Promoter System or Operational Customer Experience Management practices into their organisations
  • Strong skills in creating written and presentation content

Required Qualifications:

  • 10+ years of experience presenting to senior executives
  • 10+ years of experience in Customer Experience and/or Operational Customer Experience Management
  • Ability to travel 50%+ (when domestic and international travel is open again)
  • Japanese business fluency
  • English business fluency

Preferred Qualifications:

  • Masters degree


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.

Apply Today