Medallia's mission is to help companies win through customer experience. The world's best-loved brands trust Medallia's Experience Cloud, which embeds the pulse of the customer in an organization & empowers employees with the real-time customer data, insights, & tools they need to make every experience great. Named a leader in the most recent Forrester Wave & ranked in the 2018 Forbes Cloud 100 list, Medallia is growing quickly, with a global footprint that spans Silicon Valley, Austin, New York, Washington DC, London, Paris, Sydney, Buenos Aires, & Tel Aviv. Here, we value people for each of the aspects that make them whole. We believe that people should not be defined only by a job title-nobody is "just an engineer" or "just a salesperson." We are each partners, parents, children, siblings, friends, & former classmates. We have different backgrounds & we celebrate different cultures. And, just like our product, we honor each of the experiences that build our people.
At Medallia we hire the whole person, not just a part of them.
We are building an elite team that plays a central role in our customer's success that embodies excellent customer service & sets the industry bar in relationship management & strategic program design. This role is an ideal opportunity for someone who enjoys creative project/program management, skilled relationship development, & demonstrates finesse in using technology to solve business challenges.
The Strikedeck Customer Success Managers at Medallia handle the day-to-day relationship with our customers & own ultimate accountability for successfully delivering value to clients through Medallia's Strikedeck products. It's a big job that offers an incredible opportunity to drive value not only for Medallia, but also for the world-class companies we serve.
Establish Customer Support Practices
Customer Success Managers are responsible for offering guidance regarding policies & procedures that optimize the customer experience. Customer Success Managers may gather feedback from their customers, study other customer success programs & analyze customer data to identify the best practices.
Provide Technical & Product Support
Customer Success Managers must know the company's products inside & out. They are often called upon to provide technical support to customers or to provide training on their products. They may even help customers plan & understand the best ways to utilize their software or products based on the customer's business needs or business plans. The Customer Success Manager is not focused on making sales, rather on educating their customers on the flexibility & capabilities of their software so customers are encouraged to continue using their services.