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Professional Services Program Manager, Value Accounts

  • Location: Denver, CO
  • 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 Function:
Become a founding member of the Value Accounts group within Professional Services Delivery. This group will define and deliver on a scalable portfolio servicing model for the Value segment, by employing a systematic and process-driven approach. As a founding member, you will have the opportunity to shape the team culture and working model to create a distinct group within PS.

The Role:
In this role you will manage a portfolio of accounts, which will vary in stage from implementation to ongoing servicing. You will be responsible for the continued success of these accounts and customer happiness, while transitioning to a portfolio model with increased account coverage. In addition to owning a portfolio, you will contribute to innovation testing within these accounts to evolve the engagement model through technology-driven approaches.

Responsibilities:
- Autonomously manage customer relationships
- Embrace a technology-driven, customer-led approach to servicing
- Leverage the latest Medallia Experience Cloud’s features and functionality
- Manage portfolio health and profitability by aligning activities to strategic account goals to drive program renewals

Minimum Qualifications

  • Senior Analyst, Manager, or Senior Manager (IC) in NORAM Professional Services
  • Ability to autonomously manage a portfolio of customer accounts (owns customer relationship, program architecture, coordination with off-shore pool team)

Top Candidates:

  • Are excited about improvement and efficiency, and willing to step back to test new approaches
  • Are comfortable with ambiguity and adaptable to change
  • Are OCEM certified
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. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.