Client Delivery, Engagement Manager (Public Sector)

Overview

Medallia 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.

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together.

Bring your whole self.

About This Role:

We are seeking a highly motivated and experienced Engagement Manager to join our Professional Services team. The ideal candidate will be responsible for managing client relationships, overseeing project delivery, and ensuring client satisfaction.

Responsibilities

• Serve as the primary point of contact for clients, building and maintaining strong relationships
• Manage the full lifecycle of professional services engagements, from project initiation to successful completion
• Develop and execute project plans, ensuring projects are delivered on time, within scope, and within budget
• Collaborate with internal teams (sales, product, engineering) to ensure seamless project delivery and client satisfaction
• Identify opportunities for account growth and work with sales to expand our services
• Provide regular project updates and reports to clients and internal stakeholders
• Mitigate risks and resolve issues that may arise during project execution
• Contribute to the continuous improvement of our professional services methodologies and processes
• Ability to explain technical concepts to broad audiences

Qualifications

Minimum Qualifications:

• 5+ years of SaaS project management or implementation experience
• Experience managing, supporting, or delivering professional services or technology projects for US Federal agencies
• Demonstrated ability to manage complex projects and multiple priorities simultaneously
• Strong client-facing skills with a track record of building and maintaining strong client relationships

Preferred Qualifications:

• Knowledge of CX or contact center technologies and platforms
• Experience supporting federal clients in achieving or maintaining an Authority to Operate (ATO) status for SaaS solutions
• Understanding of the FedRAMP authorization process and its influence on project planning and delivery for government clients
• Excellent communication, interpersonal skills and attention to detail
• Ability to consult client on best practices, pros / cons of particular project paths, and drive toward an outcome focused strategy
• PMP or other relevant project management certification
• Bachelor's degree or equivalent experience

  Medallia is committed to equal pay and transparency. The annual base salary range for this position is $91,000-$138,000. 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 applical status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at [email protected]. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.