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Customer Success Manager
Medallia
New York, NY, United States
Job Details - this job has expired, please see similar jobs below
Medallia’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia is growing quickly with more than 1000 employees globally in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, Austin, Washington D.C., and Tel Aviv.
We are building an elite team that plays a central role in our customer’s success that embodies excellent customer service and sets the industry bar in relationship management and strategic program design. This role is an ideal opportunity for someone who enjoys creative project/program management, skilled relationship development, and demonstrates finesse in using technology to solve business challenges.
Our Managers are at the heart of Medallia’s partnerships with our clients and handle the day-to-day relationship with our customers and own ultimate accountability for successfully delivering value to clients through Medallia's suite of products and services. It's a big job that offers an incredible opportunity to drive value not only for Medallia, but also for the world-class companies we serve.
You Will:
Own multi-level client stakeholderrelationships with your portfolio of customers, which includes: increasing adoption, ensuring retention, establishing trusted customer relationships and driving continued value of our products and services
Handle new client on boarding, setup and training, which may include helping customers through technical questions to best practices
Work with clients to establish and achieve critical goals and key performance indicators
Identify and develop up-sell opportunities. Manage program profitability through aligning activities to strategic account goals and drive program renewals and incremental expansions
Advocate customer needs/issues cross-departmentally
Develop and manage project plans while driving the internal coordination and execution of tasks across teams
Support quality assurance activities when providing features to clients
Provide client support when analyzing large sets of data
Leverage the latest Medallia Experience Cloud’s tools, features and functionality to your customer’s needs
Required Qualifications
• Minimum of 4 years of prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention in account management or professional services.
• Have a track record of success in building relationships at multiple levels of a client’s organization - from day-to-day project managers to senior stakeholders
• Are comfortable under pressure and in uncertain situations and are adept at creative problem solving, setting and maintaining appropriate expectations, and communicating complex concepts
• Have a drive for excellent work that fuels your passion to deliver only the highest quality outcomes in a fast-paced, high-volume environment; you feel comfortable adjusting priorities on the fly
• Embrace opportunities to learn new technical concepts and have a passion for software/IT
• Proven ability to learn and drive continuous value of Software solutions Impeccable written and verbal communication skills
• Detail oriented and analytical
• Strong team player but still a self-starter driven to learn, adapt, and excel in your work
• Are relentlessly customer-oriented and have an innate understanding of the tenets of good client service
• Are passionate about learning and stretching yourself, from picking up CSS to maximizing Medallia’s value for clients
• Are psyched to join a company at a thrilling stage of growth, with an exceptional customer list and an impressive set of investors!
• Able to travel up to 25%