Professional Services, Program Manager
Medallia, Toronto, Canada
Defining the future of custome experience
- Own and manage multi-level client stakeholder relationships, including cross-functional touchpoints
- Design, develop, plan and execute strategic program roadmaps for clients that drive optimum value and are rooted in a deep understanding of customer’s businesses goals, including driving product enhancements to data analyses
- Consult with customers on best practices in customer experience management
- Leverage the latest Medallia Experience Cloud’s tools, features and functionality to your customer’s needs
- Develop and manage project plans while driving the internal coordination and execution of tasks across teams
- Manage program profitability through aligning activities to strategic account goals and drive program renewals and incremental expansions
- Minimum of 5 years of experience, with prior role(s) in customer relationship management, strategic program management, consulting, sales/business development, account management, and/or project management in a business-to-business environment.
- Have at least 3 years experience in fostering customer happiness and retention via relationship management at multiple levels of a clients' organization, from day-to-day project managers to senior stakeholders.
- Able to travel up to 25%.
- Education: BA/BS, with evidence of technical experience or equivalent relevant experience.
- Experience working with clients in the Financial Services vertical
- Advanced degree, PMP certification
- Bilingual: French an asset
- Have a passion for software/IT.
- Are relentlessly customer-oriented, and have an innate understanding of the tenets of good client service.
- Have experience working in enterprise or SaaS professional services
- Embrace opportunities to learn new technical concepts
- Are comfortable under pressure 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.
- Are psyched to join a company at a thrilling stage of growth, with an exceptional customer list and an impressive set of investors!
Our mission is to create a world where companies are loved by customers and employees. Over a thousand of the world’s leading brands trust Medallia Experience Cloud™, a software-as-a-service (SaaS) platform, to win through customer experience. Through our platform we capture feedback everywhere their customers are, understand it in real-time, and deliver insights and action across their organization. This empowers organizations and their employees to embed the pulse of the customer into their daily decisions. Through Medallia Experience Cloud, companies can create more loyal customers, grow faster, reduce costs and improve corporate culture.