Professional Services, Senior Program Manager (Remote)
Medallia, Austin, TX, USA
Defining the future of customer experience
- Relationship Management: Own and manage the long-term success of customer programs and multi-level client stakeholder relationships. Manage escalations for the program team.
- Delivery management: Manage the delivery scope, quality, schedule, budget, and client satisfaction for a large, strategic program.
- Team Management: Lead and inspire a cross-functional team of 5-8 in deploying and managing Medallia solutions. Provide regular, timely, and well-structured feedback to immediate team members plus teach mentor and coach.
- Technical Aptitude: Leverage knowledge of enterprise software technologies (CRM, ERP, HRIS, etc.) to understand, synthesize, and translate between complex business problems and technical concepts.
- As a leader in Professional Services, you will own and drive key initiatives including developing and promoting services offerings around all aspects of PS delivery.
- Minimum of 7 years of experience, with the prior role(s) in customer relationship management, strategic program management, consulting, account management, and/or project management in SAAS industry
- Experience with implementing technically complex solutions is required
- Operational and financial Professional Services experience
- Proven track record of successful delivery on NPS, renewal/account health metrics
- Exceptional leadership, interpersonal and relationship-building skills
- Experience managing and growing a Professional Services team
- Education: Bachelor’s degree required
- Experience directly working in one of the following industries: Software and Retail.
- Familiarity with customer experience best practices
- Understanding of common security concepts and standards (SSO, SAML, OAuth, etc.)
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.
Want to learn more about Medallia? Visit Medallia's website.
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