Client Services, Engagement Manager (Public Sector)

Medallia • Mclean, VA

4d

About The Position

At Medallia, the Public Sector Engagement Manager (EM) is the strategic architect of the customer relationship. You are responsible for the delivery, health, satisfaction, and long-term value realization of our government clients. The EM partners with the Account Executive (AE) to ensure the overall success of an account. The AEs manage the commercial contract and renewal negotiations while collaborating with the EM on the partnership lifecycle. The EMs ensure that the client’s business goals are met through the Medallia platform, orchestrating a team of Consultants to deliver world-class Experience Management (XM) programs. You are the "Value" lead—making sure the client sees clear ROI every day.

Requirements

• This position will work directly with U.S. federal government agencies and support federal government clients. U.S. citizenship is required for this position based on applicable federal contract requirements. Candidates must be able to successfully obtain and maintain any required federal background investigation, suitability determination, Public Trust designation, and/or security clearance, as required by the applicable client, agency, contract, or role. Continued employment and assignment eligibility may be contingent upon maintaining the required authorization, access, investigation eligibility, suitability determination, or clearance.
• 5+ years in a high-touch Client Success, Management Consulting, or Program Management role working within the government or as a vendor with the government.
• Demonstrated technical understanding of federal compliance frameworks, including the Federal Risk and Authorization Management Program (FedRAMP), Department of Defense Impact Levels 4/5 (IL4/5), Authority to Operate (ATO), and Memorandums of Understanding (MOU).
• Experience managing projects within the context of Federal Acquisition Regulations (FAR), including the development and management of Statements of Work (SOWs) and performance-based contracts.
• Experience leading cross-functional teams to deliver complex, multi-phase enterprise projects
• Proven track record of owning account renewals and/or driving business growth and program success.
• Ability to translate technical program updates into formal government-ready formats such as executive briefing memos or status reports.
• Understanding of government budget cycles and appropriation timelines to align project roadmaps with fiscal year planning.
• Experience cultivating relationships with systems integrators and consultancies to drive co-sell strategies and streamline project delivery in complex government environments.

Nice To Haves

• Proven ability to prioritize long-term business outcomes and mission-critical objectives over tactical feature implementation, ensuring product roadmap alignment with agency-wide strategic goals.
• Demonstrated ability in managing or overseeing Medallia programs, including configuration strategy, adoption, and value realization in federal or commercial environments.
• Proven ability to command executive presence and lead technical teams through influence rather than direct reporting authority.
• Ability to approach business challenges, such as shifts in customer NPS, as puzzles to be solved rather than just metrics to report.
• Exceptional ability to translate complex technical concepts into clear "business value" for non-technical stakeholders.
• Experience with federal procurement vehicles such as Government-wide Acquisition Contracts (GWACs) and GSA Schedule programs.
• Proven experience navigating complex, matrixed government environments across multiple agencies or bureaus.
• Deep familiarity with federal digital transformation initiatives within highly regulated environments.

Responsibilities

• Lead the internal Medallia account team (Consultants, Insights Analysts, and Support) as well as partner account teams, to ensure high-quality delivery that aligns with the client’s business objectives through a proactive strategic program roadmap.
• Collaborate with our clients to create a vision for their Experience Management programs. Set the vision for the Experience Management programs. Design and execute strategic program roadmaps that drive optimum value and are rooted in a deep understanding of the customer’s corporate and programmatic objectives.
• Own and manage multi-level client stakeholder relationships, including cross-functional touchpoints. Navigate complex stakeholder landscapes and build consensus across disparate groups, including career civil servants, technical staff, and political appointees.
• Develop and manage project plans while driving the internal coordination and execution of tasks across teams, to include working with consultants on configuration of the Medallia instances daily.
• Proactively monitor account health, platform adoption and user sentiment. Leverage the latest Medallia Experience Cloud tools, features and functionality to meet your customer’s needs.
• Act as an industry expert, advising clients on how to mine insights and turn customer and employee "signals" into actionable operational changes. Advise on compliance and policy-driven implementation strategies that align with government agency mandates.
• Advocate for your clients internally, partnering with Medallia’s Product and Engineering teams to influence our roadmap based on client feedback.
• Serve as the primary post-sales strategic lead, building deep relationships with client stakeholders to understand their evolving business needs.
• Drive the creation and delivery of Executive Business Reviews that demonstrate clear ROI, platform adoption, and program impact.
• Partner closely with the Account Executive (AE) to provide the "health data" and success stories needed to secure renewals and identify expansion opportunities.

Benefits

• competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short term and long term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed