CX Engagement Manager, Professional Services

Job Description

Medallia’s mission is to help companies win through customer experience. The world’s best-loved brands trust Medallia’s Experience CloudTM, which embeds the pulse of the customer in an organization and empowers employees with the real-time customer data, insights, and tools they need to make every experience great. Named a leader in the most recent Forrester Wave and 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, and 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, and former classmates. We have different backgrounds and 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. The Professional Services team deploys and manages the Medallia customer feedback platform. As a member of the team, you will work with senior decision makers at admired brands on the mission-critical task of helping companies improve in the eyes of their ultimate judges: customers. You work with cutting-edge technology and tackle real business problems. You conduct analysis that deepens companies’ understanding of what works and what doesn’t. You position yourself for many career options, not only in Customer Solutions but also in Product, Marketing, and Sales. Mainly, you get to build: build improvement for our customers, build a great company, and build a new industry. The Role Medallia’s Professional Services Managers build deep relationships with top management at customer companies, leverage those relationships to understand underlying customer needs, and address those needs through best practice advice, and consulting / advisory projects. Our Managers are critical to growing Medallia’s business within customers, impacting the business direction of customers, and shaping the development of Medallia’s fast-evolving, best-in-class software products. We are seeking Managers who can take ownership of specific Fortune 500 accounts from the first day. Responsibilities Build long-term, deep relationships within customer organisations ● Ensuring that the Customer Impact Plan is completed in coordination with the client, and that the program design and deployment is influenced by the plan. ● Lead the design stage of new program implementations by facilitating design and discovery workshops, and facilitating meetings to ensure that the business objectives of the program (as articulated in the Customer Impact Plan) are delivered by ensuring that Medallia CX best practices are utilized. Ensure that the 90 Day Roadmap for Program Success is included in all Implementation plans, and delivered effectively with the appropriate context to the client CX team. ● Ensure that program health metrics are being analyzed on a regular basis, and ensuring that gaps/opportunities for developing the effectiveness of the program are being regularly communicated to the client. Provide improvement suggestions to the account team and client CX team. Ensure that the OCEM Assessment is conducted on all accounts on at least an annual basis. ● Manage projects focused on analyzing customer data to find actionable insight and areas to priorities for improvement in customer experience being delivered by the client. Ensuring that insights are delivered to clients in regular reviews (QBRs, ABRs), and helping to plan for how this should be builtinto the roadmap for ensuring the client is obtaining business value from the Medallia program. Supporting in the delivery of Actionable Insights Workshops. ● Ensure small CX Advisory projects related to feedback analytics are delivered to a high quality by the program team, and that recommendations that will lead to increase business value are identified. ● Take ownership of making the M@M program effectiveby ensuring that the appropriate number of client contacts are invited to provide feedback on a regular basis, actions are being taken to maximise response volumes, alerts are closed quickly and with actionable insight added back into the M@M system. ● Take ownership of your own CX expert track professional development. Keeping up-to-date with CX trends, Medallia best practices, Benchmarks and CX research. Actively finding CX topics to become deeply engaged with to the level of being able to deliver training and presentations to clients. ● Coaching and developing the CX Community members at Analyst and Senior Analyst level to ensure that they are able to meet the objectives of the role through 1:1 support, reviewing client-facing deliverables and provided relevant feedback. Play an active role in the community, regularly sharing account best practice and learnings ● Ensure a deep understanding of client needs, spot opportunities to add value to clients through selling in Professional Services advisory ● Ensure proper staffing levels to achieve client objectives within financial program bounds Qualifications ● 3-5 years of experience working in a Customer Experience related role (e.g. client CX team / champion network; CX advisory consultancy) ● Experience of leading projects to enable organisations to design and improve customer experiences ● Experience of leading workshops and facilitating meetings with stakeholders around CX best practices ● The ability to turn customer discussion and OCEM Assessments into billable work for yourself and the wider team ● Ability to build and articulate the business case for CX transformation, manage ambiguity and synthesize complex information into meaningful messages and recommendations, and work creatively and analytically to solve problems ● Willingness to travel, will be determined by client needs and individuals geographic location ● Fluency in other European languages preferred At Medallia, we don’t just accept difference - we celebrate it 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. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won't unlawfully discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other category protected by law. Apply for this job