Customer Success Principal

Medallia; London; On-site; GBP 50,000 - 90,000; Full time

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.

Are you known as an inspirational person? Are you driven to make your customers wildly successful? Is working with industry leaders something that excites you? If you answer Yes to all those questions than this is a role for you. As a Customer Success Manager you will manage the client relationship throughout the customer life cycle. You will oversee a defined list of accounts and be responsible for the holistic health of the customer by facilitating strategic direction setting, partnering with sales, professional services, product and marketing. The main goals of the role are to measure and realize value, drive product adoption and expansion of Medallia’s product suite. Internally across Medallia, you will proactively build relationships and bring the best of what Medallia has to offer to our clients (e.g., new product, process innovation, research and insights). In addition, you will reactively resolve any and all client conflicts by escalating and driving a sense of urgency where and when necessary.

Expected Outcomes

Customer Success: measured by adoption and value realization of Medallia’s product suite and services, published case studies, participation in webinars and conferences, and overall client NPS.

Medallia Success: measured by financial performance of your accounts, renewal and expansion.

Responsibilities

• Contact and start developing relationships with your customers
• Track and assess account health
• Formulate an action plan to manage goals, challenges, risks, and growth opportunities
• Build trusted advisor relationships with key decision makers at your customers
• Execute on your action plan per customer
• Collaborate cross-functionally with internal Medallia teams (e.g., Sales, Marketing, Product, Services, etc.) to drive a long-term healthy customer program
• Ensure timely and accurate customer health updates (StrikeDeck, SalesForce.com)
• Own forecasting and prioritization for customer success amongst your assigned accounts
• Represent the voice of the customer and employee in leadership meetings
• Create referenceable customers (case studies, reference calls, speaking engagements)

Qualifications

Minimum Qualifications

• 7+ years of customer-facing experience in a CSM function, account management, consulting, or client service role
• Experience working with SaaS solutions and managing recurring revenue
• Willingness to travel up to 50%, to be determined by client needs and individual’s geographic location and abilities

Preferred Qualifications

• Excellent account leadership, management, and coordination skills with a bias for action
• Proficient in building and delivering compelling proposals and presentations via the GSuite set of products
• Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
• Experience facilitating meetings, delivering executive presentations and resolving conflict with resources at all levels
• Ability to handle challenging customers or situations and drive to mutually agreeable outcomes
• Ability to execute commercial transactions (pitching, negotiating, closing)

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.