Customer Success Manager, Medallia

• Are you known as an inspirational person?
• Are you driven to make your customers wildly successful?
• Is working with industry leaders something that excites you?
• If you answer Yes to all those questions than this is a role for you
• 3+ years of customer-facing experience in a CSM function, account management, consulting, or client service role
• Experience working with SaaS solutions and managing recurring revenue
• Willingness to travel, to be determined by client needs and individual’s geographic location and abilities

Desirable

• As a Customer Success Manager you will manage the client relationship throughout the customer life cycle
• You will oversee a defined list of accounts and be responsible for the holistic health of the customer by facilitating strategic direction setting, partnering with sales, professional services, product and marketing
• The main goals of the role are to measure and realize value, drive product adoption and expansion of Medallia’s product suite
• Internally across Medallia, you will proactively build relationships and bring the best of what Medallia has to offer to our clients (eg, new product, process innovation, research and insights)
• In addition, you will reactively resolve any and all client conflicts by escalating and driving a sense of urgency where and when necessary
• Expected Outcomes:
• Customer Success: measured by adoption and value realization of Medallia’s product suite and services, published case studies, participation in webinars and conferences, and overall client NPS
• Medallia Success: measured by financial performance of your accounts, renewal and expansion
• This role is a 12 month maternity leave contract
• Contact and start developing relationships with your customers
• Track and assess account health
• Formulate an action plan to manage goals, challenges, risks and growth opportunities
• Build trusted advisor relationships with key decision makers at your customers
• Execute on your action plan per customer
• Collaborate cross functionality with internal Medallia teams (e.g., Sales, Marketing, Product, Services, etc.) to drive a long-term healthy customer program
• Ensure timely and accurate customer health updates (StrikeDeck, SalesForce.com)
• Own forecasting and prioritization for customer success amongst your assigned accounts
• Represent the voice of the customer and employee in leadership meetings
• Create reference-able customers (case studies, reference calls, speaking engagements)