Client Services, Engagement Manager

Medallia, Inc.; McLean (VA); On-site; USD 101,000 - 146,000; Full time

Benefits offered by this job

Health and wellness benefits

401(k)

Paid parental leave

Paid holidays

Job summary

Medallia is seeking an Engagement Manager to serve as the strategic architect of enterprise client relationships. You will lead a cross-functional team to deliver long-term value through the Medallia platform, ensuring alignment with client goals and proactive program roadmaps.

You will partner with Account Executives to secure renewals and drive growth, acting as a trusted advisor and voice of the customer. This role emphasizes strategic program delivery and measurable ROI for top clients.

Qualifications

• 3+ years in a high-touch Client Success, Management Consulting, or Account Management role within the SaaS industry.
• Experience leading cross-functional teams to deliver complex, multi-phase enterprise projects.
• Proven track record of owning account renewals and driving business growth.

Responsibilities

• The Quarterback: Lead the internal Medallia account team (Consultants, Insights Analysts, and Support) to ensure high-quality delivery that aligns with the client's business objectives through a proactive strategic program roadmap.
• Vision and Strategic Roadmap: Create a vision for Experience Management programs and design roadmaps rooted in customer objectives.
• Client Management: Own and manage multi-level client stakeholder relationships, including cross-functional touchpoints.
• Team Management: Develop and manage project plans and coordinate tasks across teams.
• Adoption & Health: Monitor account health, platform adoption, and user sentiment; leverage Medallia Experience Cloud features to meet client needs.
• Best Practices: Advise clients on mining insights and turning signals into actionable changes.
• Voice of the Customer: Influence product strategy by conveying client feedback to Product and Engineering teams.
• Trusted Advisor: Build deep relationships with client stakeholders to understand evolving business needs.
• The Value Story: Deliver Executive Business Reviews demonstrating ROI and platform impact.
• Commercial Support: Help secure renewals and identify expansion opportunities with the AE.

Skills

Client Success

SaaS

Cross-functional Leadership

Job description

Overview

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together.

Bring your whole self.

About This Role

At Medallia, the Engagement Manager (EM) is the strategic architect of the customer relationship. You are responsible for the delivery, health, satisfaction, and long-term value realization of our enterprise clients.

The EM partners with the Account Executive (AE) to ensure the overall success of an account. The AEs manage the commercial contract and renewal negotiations while collaborating with the EM on the partnership lifecycle. The EMs ensure that the client's business goals are met through the Medallia platform, orchestrating a team of Consultants to deliver world-class Experience Management (XM) programs. You are the \"Value\" lead-making sure the client sees clear ROI every day

Responsibilities

Program Management:

• The Quarterback: Lead the internal Medallia account team (Consultants, Insights Analysts, and Support) to ensure high-quality delivery that aligns with the client's business objectives through a proactive strategic program roadmap.


• Vision and Strategic Roadmap: Collaborate with our clients to create a vision for their Experience Management programs. Set the vision for the Experience Management programs. Design and execute strategic program roadmaps that drive optimum value and are rooted in a deep understanding of the customer's corporate and programmatic objectives


• Client Management: Own and manage multi-level client stakeholder relationships, including cross-functional touchpoints


• Team Management: Develop and manage project plans while driving the internal coordination and execution of tasks across teams


• Adoption & Health: Proactively monitor account health, platform adoption and user sentiment. Leverage the latest Medallia Experience Cloud tools, features and functionality to meet your customer's needs.


• Best Practices: Act as an industry expert, advising clients on how to mine insights and turn customer and employee \"signals\" into actionable operational changes.


• Voice of the Customer: Advocate for your clients internally, partnering with Medallia's Product and Engineering teams to influence our roadmap based on client feedback.

Strategic Partnership & Value Realization:

• Trusted Advisor: Serve as the primary post-sales strategic lead, building deep relationships with client stakeholders to understand their evolving business needs.


• The \"Value Story\": Drive the creation and delivery of Executive Business Reviews that demonstrate clear ROI, platform adoption, and program impact.


• Commercial Support: Partner closely with the Account Executive (AE) to provide the \"health data\" and success stories needed to secure renewals and identify expansion opportunities.

Qualifications

Minimum Qualifications:

• 3+ years in a high-touch Client Success, Management Consulting, or Account Management role within the SaaS industry


• Experience leading cross-functional teams to deliver complex, multi-phase enterprise projects


• Proven track record of owning account renewals and driving business growth.

Preferred Qualifications:

• Strategic Advisory: Demonstrated focus on the \"why\" behind product development over the technical \"how\" of code implementation


• Influential Leadership: Proven ability to command executive presence and lead technical teams through influence rather than direct reporting authority.


• Proactive Problem Solving: Ability to approach business challenges, such as shifts in customer NPS, as puzzles to be solved rather than just metrics to report.


• Communication: Exceptional ability to translate complex technical concepts into clear \"business value\" for non-technical stakeholders.


• Industry knowledge: Experience directly working in one of the following industries: Retail, Software, Hospitality, Financial Services, B2B (any industry), and/or Automotive


• Advanced degree, PMP certification preferred

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $101,000-$146,000. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short term and long term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at [e-mail]. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.