Senior Client Success Manager, Medallia

• 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
• 7+ years of customer-facing experience in a CSM function, account management, consulting or closely related role
• 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
• Proficient in building and delivering compelling proposals and presentations via the GSuite set of products

Desirable

• As a Customer Success Manager II 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 (e.g., 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
• 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)
• Completes all required Product, Industry and Competition certifications and can understand what’s critical for each customer in order to protect and grow Medallia's customer base
• Incorporates knowledge of Medallia's products and services, the customer, and key competitors across the customer journey and uses that knowledge to uncover risk, customer needs and create value based solutions
• 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