Enterprise Engagement Manager: Value & ROI Lead

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

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.