Strategic Enterprise Engagement Lead

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

Benefits offered by this job

Health benefits

401(k)

Disability insurance (short/long term)

Life and AD&D insurance

Paid parental leave

Paid holidays

Job summary

Medallia is the pioneer and market leader in Experience Management. As Engagement Manager, you will be the strategic architect of the customer relationship, responsible for delivery, health, satisfaction, and long-term value realization of our enterprise clients.

You will partner with the Account Executive to ensure overall success, orchestrating a team of consultants to deliver XM programs and demonstrate clear ROI every day.

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.
• Industry knowledge in Retail, Software, Hospitality, Financial Services, or Automotive.

Responsibilities

• Lead the internal Medallia account team (Consultants, Insights Analysts, and Support) to ensure high-quality delivery that aligns with the client’s objectives.
• Collaborate with clients to create a vision and strategic roadmaps for their XM programs.
• Own and manage multi-level client stakeholder relationships and cross-functional touchpoints.
• Develop and manage project plans while coordinating tasks across teams.
• Proactively monitor account health, platform adoption, and user sentiment to meet client needs.
• Advise clients on mining insights and turning signals into actionable changes.
• Partner with product and engineering to influence roadmap based on client feedback.

Skills

Client Success

Account Management

Management Consulting

Cross-functional Leadership

Strategic Advisory

Education

Advanced degree

PMP certification

Job description

Medallia is the pioneer and market leader in Experience Management. As Engagement Manager, you will be the strategic architect of the customer relationship, responsible for delivery, health, satisfaction, and long-term value realization of our enterprise clients.

You will partner with the Account Executive to ensure overall success, orchestrating a team of consultants to deliver XM programs and demonstrate clear ROI every day.