Enterprise Engagement Manager

Job Description

Posted on: 
2023-04-18 09:22

Our Customer Success team is looking for an Enterprise Engagement Manager who will be responsible for maintaining a portfolio of Medallion’s largest enterprise customers. This role is critical to defining our long-term success for our Enterprise customers through scoping and leading implementations, defining scalable support models, running bi-weekly check-ins, and working cross-functionally with our Operations, Customer Support, Product, and Engineering teams to keep track of progress on accounts. 

We’re looking for someone who is resourceful and thrives in a challenging, fast-paced environment. Your role will have a direct impact on top-priority, and company-wide goals and will provide accelerated learning opportunities with a world-class team.

You will partner closely with the Sales team and cross-functional partners to ensure Medallion’s customers achieve a significant return on and drive business success with their Medallion investment.

Compensation for this role is between $120,000 – $160,000 depending on location and level


  • Focusing on driving product adoption, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
  • Drive customer outcomes, product adoption and customer experience
    • Lead the implementation scoping as part of the sales process
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Reduce churn and drive new business growth through greater advocacy and reference ability
    • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate
  • Lead a culture of continuous improvement
    • Define and optimize the Enterprise customer lifecycle by driving programs with Product and Operations to improve engagement approaches based on customer segmentation 
    • Develop company-wide customer success motion integrating processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc) to create best in class CS Playbooks
  • Help to Build a world-class team:
    • Recruit and develop a high performing teammates
    • Foster collaboration within the Medallion team and across customers
    • Drive operational practices to track performance of teams and individuals
  • GTM mindset
    • Help drive the overall vision and strategic plan for the Enterprise Customer Success Team.
    • Work closely with the Sales and Operations Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., opportunities and risks)
    • Drive account growth outcomes:
    • Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    • Reduce churn and drive new business growth through greater advocacy and referenceability

Skills and Requirements:

  • 2+ years supporting Fortune 500 accounts / Enterprise customers
  • 5+ years in healthcare consulting or a customer success role with a health-tech company
  • Commercial Experience
    • Experience driving new and expansion sales
    • Proven experience leading and managing high touch customer relationships while achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
    • Previous experience creating client growth plans
  • CS
    • Experience driving software adoption and leveraging customer success best practices
    • Willing and able to address escalated client issues with speed and urgency
    • Proven ability to develop strategies, translate them into initiatives and track successful delivery
    • Possesses a strong leadership presence with communication and interpersonal skills that inspire and motivate your customers and co-workers
    • Empathy for customers and curiosity to understand their needs and pain points
    • Self-starters who take the initiative to get things done
  • Problem Solving
    • Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
    • Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
    • Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
  • Misc
    • Able to collaborate across the organization and with external stakeholders
    • Experience successfully working with senior (C-level) executives
    • Professional services experience is a plus
Apply now

More job openings

By clicking “Accept”, you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. View our Privacy Policy for more information.