Client Services, Engagement Manager

About the role

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.

Responsibilities

• Program Management: The Quarterback: 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.

• Vision and Strategic 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.

• Client Management: Own and manage multi-level client stakeholder relationships, including cross-functional touchpoints.

• Team Management: Develop and manage project plans while driving the internal coordination and execution of tasks across teams.

• Adoption & Health: 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.

• Best Practices: Act as an industry expert, advising clients on how to mine insights and turn customer and employee "signals" into actionable operational changes.

• Voice of the Customer: Advocate for your clients internally, partnering with Medallia’s Product and Engineering teams to influence our roadmap based on client feedback.

• Strategic Partnership & Value Realization: Trusted Advisor: Serve as the primary post-sales strategic lead, building deep relationships with client stakeholders to understand their evolving business needs.

• "Value Story": Drive the creation and delivery of Executive Business Reviews that demonstrate clear ROI, platform adoption, and program impact.

• Commercial Support: Partner closely with the Account Executive (AE) to provide the "health data" and success stories needed to secure renewals and identify expansion opportunities.

Qualifications

• Minimum Qualifications:

  • 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.

• Preferred Qualifications:

  • Strategic Advisory: Demonstrated focus on the "why" behind product development over the technical "how" of code implementation.
  • Influential Leadership: Proven ability to command executive presence and lead technical teams through influence rather than direct reporting authority.
  • Proactive Problem Solving: Ability to approach business challenges, such as shifts in customer NPS, as puzzles to be solved rather than just metrics to report.
  • Communication: Exceptional ability to translate complex technical concepts into clear "business value" for non-technical stakeholders.
  • Industry knowledge: 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.

Pay

The annual base salary range for this position is $101,000-$146,000.

Schedule

Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.