Senior Manager, Customer Success

Location : London, United Kingdom | Team: Customer Success & Renewals

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.

Are you known as an inspirational person? Are you driven to make your customers wildly successful? Is working with industry leaders something that excites you? If you answer Yes to all those questions than this is a role for you. As a Customer Success Manager you will manage the client relationship throughout the customer life cycle. You will oversee a defined list of accounts and be responsible for the holistic health of the customer by facilitating strategic direction setting, partnering with sales, professional services, product and marketing. The main goals of the role are to measure and realize value, drive product adoption and expansion of Medallia’s product suite.

Internally across Medallia, you will proactively build relationships and bring the best of what Medallia has to offer to our clients (e.g., new product, process innovation, research and insights). In addition, you will reactively resolve any and all client conflicts by escalating and driving a sense of urgency where and when necessary.

EXPECTED OUTCOMES

Customer Success: measured by adoption and value realization of Medallia’s product suite and services, published case studies, participation in webinars and conferences, and overall client NPS

Medallia Success: measured by financial performance of your accounts, renewal and expansion

DAY-TO-DAY RESPONSIBILITIES

Assimilate with account teams both internally and externally to:

• Contact and start developing relationships with your customers

• Track and assess account health

• Formulate an action plan to manage goals, challenges, risks, and growth opportunities

• Build trusted advisor relationships with key decision makers at your customers

• Execute on your action plan per customer

• Collaborate cross functionality with internal Medallia teams (e.g., Sales, Marketing, Product, Services, etc.) to drive a long-term healthy customer program

• Ensure timely and accurate customer health updates (StrikeDeck, SalesForce.com)

• Own forecasting and prioritization for customer success amongst your assigned accounts

• Represent the voice of the customer and employee in leadership meetings

• Create reference-able customers (case studies, reference calls, speaking engagements)

Skills:

Excellent account leadership, management and coordination skills with a bias for action
Passionate about your customers’ success
Accomplished presentation skills
Effective communicator both written and verbal
Ability to work creatively and analytically to solve problems
Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations
Able to make decisions within appropriate time frames with sound justification and can learn from mistakes
Demonstrated ability working collaboratively across the organization to achieve results important to your customers (Presales, Sales, Product, Professional Services, etc.)

Minimum Qualifications:

A minimum of 3 years of customer-facing experience in a CSM function, account management, consulting, or client service role
Experience working with SaaS solutions and managing recurring revenue
Proficient in building and delivering compelling proposals and presentations via the GSuite set of products
Willingness to travel up to 50%, to be determined by client needs and individual’s geographic location and abilities

Preferred Qualifications:

Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
Experience facilitating meetings, delivering executive presentations and resolving conflict with resources at all levels
Ability to handle challenging customers or situations and drive to mutually agreeable outcomes
Ability to execute commercial transactions (pitching, negotiating, closing)

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.

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