[Hiring] Client Services, Engagement Manager @Medallia

Role Description

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

• 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.

Compensation

• The annual base salary range for this position is $94,000-$133,000 CAD.
• This position is commission eligible.
• Compensation decisions are dependent on various factors including scope and responsibilities, candidate’s work experience, work location, education/training, key skills, internal peer equity, and external market data.

Diversity and Inclusion

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.