OverviewMedallia 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.
Experiences shape the way people feel about a company. About This RoleAt Medallia, the Engagement Manager (EM) is the strategic architect of the customer relationship. The EM partners with the Account Executive (AE) to ensure the overall success of an account. The AEs manage the commercial contract and renewal negotiations while collaborating with the EM on the partnership lifecycle. The EMs ensure that the client's business goals are met through the Medallia platform, orchestrating a team of Consultants to deliver world‐class Experience Management (XM) programs. You are the "Value" lead—making sure the client sees clear ROI every dayResponsibilitiesProgram ManagementThe Quarterback: Lead the internal Medallia account team (Consultants, Insights Analysts, and Support) to ensure high-quality delivery that aligns with the client's business objectives through a proactive strategic program roadmap.
Vision and Strategic Roadmap: Collaborate with our clients to create a vision for their Experience Management programs. Set the vision for the Experience Management programs. Design and execute strategic program roadmaps that drive optimum value and are rooted in a deep understanding of the customer's corporate and programmatic objectivesClient Management: Own and manage multi‐level client stakeholder relationships, including cross‐functional touchpointsTeam Management:



Develop and manage project plans while driving the internal coordination and execution of tasks across teamsAdoption & Health: Proactively monitor account health, platform adoption and user sentiment. Leverage the latest Medallia Experience Cloud tools, features and functionality to meet your customer's needs.
Serve as the primary post‐sales strategic lead, building deep relationships with client stakeholders to understand their evolving business needs.
Commercial Support: Partner closely with the Account Executive (AE) to provide the "health data" and success stories needed to secure renewals and identify expansion opportunities.
QualificationsMinimum Qualifications3+ years in a high‐touch Client Success, Management Consulting, or Account Management role within the SaaS industryExperience leading cross‐functional teams to deliver complex, multi‐phase enterprise projectsProven track record of owning account renewals and driving business growth.
Ability to approach business challenges, such as shifts in customer NPS, as puzzles to be solved rather than just metrics to report.
Retail, Software, Hospitality, Financial Services, B2B (any industry), and/or AutomotiveAdvanced degree, PMP certification preferredAt Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. 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.

📌 Client Management Service Manager (Veracruz)
🏢 Medallia
📍 Veracruz