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Head of Digital Practice

  • Location: Remote, New York
  • Team: Professional Services
  • 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.

As head of our Global Digital Practice and North America Digital portfolio, you will own delivery success for a strategic product line and growth area. You will directly lead and develop a team of product experts distributed across North America supporting our entire NORAM portfolio and ecosystem. This is also a global leadership role, with cross-functional responsibilities across pre-sales, post-sales, and R&D supporting success for our global Digital business.

Responsibilities

Customer leadership
Deliver customer success across the Digital portfolio:
Ensure successful delivery of the product to customers
Support renewals in partnership with our sales and customer success teams
Accelerate expansion rates

Team leadership
Support the growth and development of talent on the team. 

Practice leadership
Lead the development of practice and team expertise, including:
Building consistent methodologies and tools for new and existing products
Defining an enablement plan to develop expertise on core products across the ecosystem

Cross-functional leadership
Collaborate with Sales and R&D to:
Accelerate overall growth of the business
Ensure product success



Required Qualifications

  • Strong business and people leadership skills; ability to define overall strategy, garner buy-in, and drive successful execution
  • Minimum of 6 years of experience leading teams, including managing people managers
  • Minimum of 8 years of experience in Professional Services and Customer Success roles including experience owning large strategic accounts
  • Ability to travel up to 25%

Preferred Qualifications

  • Experience leading professional services teams within a SaaS organization
  • Experience integrating with Digital products (websites, mobile apps)CX expertise
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.