Client Services, Engagement Manager

Medallia•Mclean, VA

3d•Remote

About The Position

At Medallia, the 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 enterprise 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

3+ years in a high-touch Client Success, Management Consulting, or Account Management role within the SaaS industry
Experience leading cross-functional teams to deliver complex, multi-phase enterprise projects
Proven track record of owning account renewals and driving business growth.

Nice To Haves

Demonstrated focus on the "why" behind product development over the technical "how" of code implementation
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 directly working in one of the following industries: Retail, Software, Hospitality, Financial Services, B2B (any industry), and/or Automotive
Advanced degree, PMP certification preferred

Responsibilities

Lead the internal Medallia account team (Consultants, Insights Analysts, and Support) 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.
Develop and manage project plans while driving the internal coordination and execution of tasks across teams.
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.
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.