Client Experience Operations and Strategy, Senior Manager

Overview

Overview

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.

We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success.

We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.

At Medallia, we hire the whole person.

About the Role:

Our Client Value Operations and Strategy Senior Manager is a lynchpin role, augmenting the productivity, efficiency and effectiveness of the entire client experience organization. As the global go-to person from an operational "engine-room" perspective, the successful candidate needs to be comfortable with a range of responsibilities, have an eye for detail, and demonstrate the ability to deliver results utilizing virtual teams. Establishing strong operational support in developing environments requires drive, determination, and comfort with autonomy. The confidence to challenge and seek the best possible solution in any situation is crucial. Medallia places great emphasis on openness, a collaborative approach, and honest opinions.

Responsibilities

As our Client Experience Operations and Strategy Manager, you will be responsible for:

• Partnership: Be the trusted day-to-day operational partner for global client experience team
• Planning & Analytics: Own the end-to-end process of tracking the renewals funnel and operational metrics and deliver regular insights to the business leaders. Define and deliver recommendations to improve renewals process
• Develop and Maintain CSM assignments, renewals and expansion goals, sales CSM compensation plans & incentives
• Maintain a high level of data hygiene
• Continuous focus on improving renewals forecasting and on-time renewal rates by improving and aligning processes, systems, data/reporting, and other tools to enable CSMs
• Spearheading and driving operational improvements by developing, owning, evolving renewals operations cadence and identifying high-impact areas in our evolving renewals processes.
• Selecting, implementing, and managing sales and renewals automation tools including Salesforce, Clari, and Medallia Experience Cloud. Training and enabling CSMs to utilize systems that increase renewals efficiency
  
  
  

Day-to-day focus will include:

• Weekly review of renewals forecasting and activity and pipe generation analysis and deliver presentations for Senior Leadership
• Supporting ongoing analysis of business performance required to inform executive decisions on a daily basis and producing weekly & monthly packs to track business health (e.g. Renewals Forecasting, CSM KPI Scorecard)
• Assist other team members in implementing Medallia’s Go-To-Market Strategy in our INTL region (Coverage Model, Capacity Planning, Territory Assignment & Quota Setting)
• Be a leader in creating a data-driven culture of decision making with stakeholders.
• Help onboard the Client Experience Organization with respect to tools & systems usage.
• Continually driving practice improvements to the Operational Cadence.
• Dealing with deal crediting and compensation queries.
  
  
  

Qualifications

Minimum Qualifications:

• 5+ years of experience in CSM Operations, operational execution, or closely related role
• Expertise with Salesforce.com
• Experience working within SaaS or B2B Technology company
  
  
  

Preferred Qualifications:

• Experience with Tableau or other Business Intelligence software tools
• Familiarity with Anaplan, Clari and other sales and renewals planning tools a plus
• Deep understanding of best practices for a well-managed SaaS renewals process
• A highly organized and analytical mind with strong collaboration, teamwork, and partnership skills
• Resilience and the ability to balance the capacity demands of multiple time zones and an extremely fast-paced environment.
• Excellent communication and interpersonal skills, comfortable in presenting to executive stakeholders.
  
  
  

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $108,000 - $155,250. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short term and long term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.

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 ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.