Customer Success Manager, Medallia

UK&I, 12 Month Maternity Leave Contract

Salary not provided
GSuite
Mid and Senior level
London

More information about location

Medallia

Customer experience management

Be an early applicant

Medallia

Customer experience management

1001+ employees

B2BInternal toolsMarket researchSupply ChainSaaS

Be an early applicant

Salary not provided
GSuite
Mid and Senior level
London

More information about location

1001+ employees

B2BInternal toolsMarket researchSupply ChainSaaS

Company mission

Medallia's mission is to help companies win through customer experience.

Role

Who you are

  • 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

  • Excellent account leadership, management and coordination skills with a bias for action
  • Proficient in building and delivering compelling proposals and presentations via the GSuite set of products
  • Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
  • Experience facilitating meetings, delivering executive presentations and resolving conflict with resources at all levels
  • Ability to handle challenging customers or situations and drive to mutually agreeable outcomes
  • Ability to execute commercial transactions (pitching, negotiating, closing)

What the job involves

  • 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)

Salary benchmarks

Customer Success & Account Management

SeniorMid£20k£30k£40k£50k£60k£70k£80k£90k
View all salary benchmarks

Share this job

View 5 more jobs at Medallia

Insights

Led by a woman

-4% employee growth in 12 months

Company

Company benefits

  • Work from home opportunities

Funding (last 2 of 5 rounds)

Feb 2019

$70m

SERIES F

Jul 2015

$150m

SERIES D

Total funding: $325m

Our take

Medallia's SaaS platform, the Medallia Experience Cloud helps with the understanding and management of experience for customers, employees and citizens.

Its software captures experience signals created on daily journeys in person, digital and IoT interactions and applies proprietary AI technology to reveal personalised and predictive insights that can drive action to help businesses.

Medallia has become a leader in the market with over 1,000 customers, including some of the world's leading brands like Samsung, PayPal and Mercedes Benz. In 2021, it was bought out by Thoma Bravo, which helped it to achieve greater flexibility and bolster its leadership and customer team.

Kirsty headshot

Kirsty

Company Specialist at Welcome to the Jungle