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.
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. As a Customer Success Manager you will manage the client relationship throughout the customer life cycle. You will oversee a defined list of accounts & be responsible for the holistic health of the customer by facilitating strategic direction setting, partnering with sales, professional services, product & marketing. The main goals of the role are to measure & realize value, drive product adoption & expansion of Medallia's product suite.
Internally across Medallia, you will proactively build relationships & bring the best of what Medallia has to offer to our clients (e.g., new product, process innovation, research & insights). In addition, you will reactively resolve any & all client conflicts by escalating & driving a sense of urgency where & when necessary.
Customer Success: measured by adoption & value realization of Medallia's product suite & services, published case studies, participation in webinars & conferences, & overall client NPS
Medallia Success: measured by financial performance of your accounts, renewal & expansion
Assimilate with account teams both internally & externally to:
Contact & start developing relationships with your customers
Track & assess account health
Formulate an action plan to manage goals, challenges, risks & 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 & accurate customer health updates (StrikeDeck, SalesForce.com)
Own forecasting & prioritization for customer success amongst your assigned accounts
Represent the voice of the customer & employee in leadership meetings
Create reference-able customers (case studies, reference calls, speaking engagements)