Client Success Director, Thunderhead (Remote)

Job Description

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 Thunderhead Team Thunderhead, a Medallia company, is a recognized technology leader in the customer engagement and customer journey orchestration market. Thunderhead supports global technology partners with a best-in-class Real-Time Interaction Management (RTIM) and Journey Orchestration capability for their clients.

Responsibilities

• Become an Expert on Thunderhead ONE Engagement Hub platform. Including technical capabilities and general business benefits of features and how they tie into the overall customer success vision.
• Maintain regular engagement cadence with our customers and executive sponsors that cover all phases of post-purchase customer journey, this will include regular exec business reviews to track progress.
• Be responsible for maintaining a strong level of technical knowledge to aid in adoption including onboarding, training, and general retention efforts.
• Engage customers with deep knowledge of Thunderhead products, use cases, and strategies as well as experience gained from relevant and past customer situations.
• Extracting, manipulating and analyzing data to provide critical insight and recommendations with a clear focus on delivering actionable insight.
• Utilize data management tools and analysis to develop actionable insights into customer journey performance.
• Take ownership of the development and refinement of dashboards, reports, and analytics for clients and internal stakeholders.
• Identify gaps in customer experiences and develop processes to help TH continuously improve our customers’ experience.
• Analyze usage levels and customer feedback to identify the appropriate strategy and next steps to ensure clients' success.
• Provide post-sales orchestration of all company-wide and partner resources to provide a unified path to Customer Success.
• Work with a wider customer success team to understand the customer's strategic road map and transformation plans, keeping them engaged by driving adoption and growth.
• Deliver a combination of Customer Success motions in support of the client as well as billable activities as needed to fulfill services engagements that eclipse normal
• Increase the value of the Thunderhead offering within your client base by ensuring their understanding of journey orchestration and their stage in this journey.

Minimum Qualifications

• 5+ years customer-facing experience, ideally in a Consulting or CS role
• Ability to build relationships, network, and understand channel complexities.
• Strategic thinker with the ability to guide conversations about a brand’s vision and plan a roadmap for success.
• Comfortable analyzing big data, creating reporting, developing KPIs, and building actionable recommendations.
• Experience working with multiple levels of customer stakeholder – Technical admins, team leaders, C level executive, marketing, services, and procurement contacts.
• Ability to communicate effectively, both verbal and written, at the executive level.
• Proficiency in MS Office and other business tools to communicate and/or present professionally to customers.
• Experience with huge customer data sets.
• Ability to execute commercial transactions (pitching, negotiating, closing)
• Willingness to travel up to 40%, to be determined by client needs and individual’s geographic location and abilities.

Preferred Qualifications

• Experience driving value-based conversations relating to adoption, strong technical knowledge to aid in customer adoption.

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. Equal opportunity is afforded to all qualified applicants and employees. We do not discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other protected category. We also consider all qualified applicants regardless of criminal histories, consistent with legal requirements. Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and local disability laws. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies . Apply for this job