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Professional Services EMEA, Program Enablement Manager

  • Location: London, United Kingdom
  • 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.

The Program Enablement Manager role supports Medallia’s multi-market and strategic accounts, by delivering a set of activities to ensure program success, production enablement, adoption and value realisation. A key objective of the role is to secure renewals and to support expansion opportunities. The Program Enablement team are at the heart of Medallia’s partnerships with our multi-market clients. The team handles the day-to-day relationship with contacts at Group and Business Unit  level, and own ultimate accountability for successfully delivering value to clients through Medallia's suite of products and services.

Role and responsibilities:

  • Support Group in developing Blueprints and Roadmaps for ensuring multi-market programs are deployed to drive long-term success with a Group-lead framework
  • Work with PS and CSMs to design, develop, plan and execute strategic program roadmaps for clients that drive optimum value and are rooted in a deep understanding of customer’s businesses goals, including driving product enhancements to data analyses
  • Use the PE Toolkit (Blueprint Design, Program Health Assessments, Actionable Insights Workshops, Best Practice Overviews) to support Business Units with the multi-market account to align, adopt and manage group developed blueprints and cross market programs
  • Regularly report on multi-market adoption status, correction of error actions, program evolution opportunities to group functions
  • Leverage the latest Medallia Experience Cloud’s tools, features and functionality to your customer’s needs

Customer Relationship Management:

  • Along with PS and Sales colleagues, own and manage multi-level client stakeholder relationships (C Level and below)  across our multi-market accounts, at Group and Business Unit level. This is particularly important in partner-lead programs where PS may be providing MES to the partner but without a close relationship with the client organisation
  • Manage issues and escalations related to the Medallia Platform directly or through the assigned / billable services teams as appropriate depending on available client hours
  • Support quarterly and annual business reviews with multi-markets and group teams

Renewals and Expansions:

  • Work closely with CSM, PS Regional Leads, Project Managers, and Sales Directors to ensure multi-market renewals are delivered preferably with expansion and zero churn
  • Help the wider teams to manage program profitability through aligning activities to strategic account goals and drive program renewals and incremental expansions, without lapses
  • Work closely with the SD and CSM to produce and deliver to detailed close plans for each renewal, and provide support around expansion opportunities (use cases, demos, best practice case studies
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.