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Added 2 mins ago
D
Senior Analyst, Media Effectiveness
dentsu
Toronto, ON
- Full-time
…insights, and supporting data-driven decision-making across client campaigns. Working closely with media, analytics, and client teams, you will leverage reporting, statistical analysis, and…
Added 2 mins ago
SC
Senior Business Analyst
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- Full-time
The Senior Business Analyst (Business Analyst II) plays a crucial role within the Business Relationship and Project Management Branch, supporting the Business Relationship Management Lead…
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Civil Engineer-in-Training
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…sanitary sewers, stormwater management facilities, and land development projects. This role offers a balance of technical design and field review responsibilities, providing valuable…
Added 2 mins ago
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Your impact starts here. Based in Medicine Hat, this opportunity sits within WSP’s Municipal Engineering and Land Development Group, where you will play a key role in shaping infrastructure…
Added 2 mins ago
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Specialist, Corporate Communications
BDO
Toronto, ON
- Full-time
Partner with the Corporate Communications managers to fulfill communications plans that drive awareness among internal and external audiences.
Added 2 mins ago
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Manager, Financial Crime Managed Services- Mississauga, ON (In-office)
AML RightSource
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- $88,000 to $119,000 CAD / year
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Added 2 mins ago
Graduate Geotechnical Engineer - 2027
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Vancouver, BC
As a participant in Blueprint, our new graduate program, you will embark on a structured three-year development journey designed in collaboration with an award-winning learning provider.…
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Consult Associate Partner - Cross Industry
Kyndryl
Toronto, ON
- Full-time
As a Consult Partner, you will have a pivotal role in driving profitable growth, leveraging our comprehensive capabilities to build strong client relationships, and leading your team to…
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Consult Associate Partner-AI
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Toronto, ON
- Full-time
As a Consult Partner, you will have a pivotal role in driving profitable growth, leveraging our comprehensive capabilities to build strong client relationships, and leading your team to…
Added 2 mins ago
S
Stage Experience Lead - Full Time
Sephora
Richmond, BC
- $22.85 to $28.55 CAD / hour
- Full-time
Client Experience. Ensure all on-stage cast properly execute Sephora’s selling model. Support the timely response to all client feedback per department. Partner with their direct manager to…
Added 16 mins ago
IF
Client Relationship Manager, Partnerships & Affinity Markets – Special Markets
iA Financial Group (Industrial Alliance)
Vancouver, BC
- Full-time
Has experience supporting client, broker, partner, or market-facing relationships, with exposure to sales, marketing, business development, or account management considered an asset.
Added 16 mins ago
WI
Senior Archaeologist
WSP in Canada
Whitby, ON
- Full-time
Support business development: lead technical approaches, contribute to proposals, and cultivate strong client relationships.
Added 16 mins ago
WI
Lead Archaeologist
WSP in Canada
Whitby, ON
- Full-time
Support business development: lead technical approaches, contribute to proposals, and cultivate strong client relationships.
Added 16 mins ago
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Senior Archaeologist
WSP in Canada
Markham, ON
- Full-time
Support business development: lead technical approaches, contribute to proposals, and cultivate strong client relationships.
Added 16 mins ago
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Senior Archaeologist
WSP in Canada
Vaughan, ON
- Full-time
Support business development: lead technical approaches, contribute to proposals, and cultivate strong client relationships.
Added 18 mins ago
OS
(PERMANENT FULL TIME) INTEGRATED MH-A CP-S DIRECTOR
Ontario Shores Centre for Mental Health Sciences
Whitby, ON
- Full-time
…Hospital, the IMHCPS will be responsible for the planning, development, coordination and service delivery of multiple specialized clinical program(s) offered by NHH and CMH and provide…
Added 18 mins ago
ML
Assistant General Manager
MAPLE LEAF LOUNGE
ON · MISSISSAUGA, ON
- Full-time
Flexibility in schedule to meet changing business and client service needs.
Added 31 mins ago
WI
Civil Engineer, Municipal Engineering & Land Development
WSP in Canada
Terrace, BC
- Full-time
WSP is seeking an experienced Civil Engineer (Municipal & Land Development) to join our growing Infrastructure team in Terrace, BC.
Added 31 mins ago
WI
Remediation Project Manager
WSP in Canada
Terrace, BC
- Full-time
You have a client centric mind set and strive to provide excellent consulting services to clients.
Added 31 mins ago
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Associate, Research & Delivery (English)
Exiger
Vancouver, BC
- $50,000 to $60,000 CAD / year
- Full-time
Exiger is the AI partner for supply chain and procurement automation. Its centralized 1EXIGER.AI platform allows organizations to manage their entire operating network, from parts to…
Added 31 mins ago
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Senior Business Systems Analyst (Guidewire) - PolicyCenter & BillingCenter
Akkodis
Toronto, ON
- Contract
We are seeking an experienced Senior Business Systems Analyst with strong Guidewire expertise to support PolicyCenter and BillingCenter Cloud implementations and enhancements. In this role,…
Added 31 mins ago
RD
Software Engineer
Randstad Digital
Toronto, ON
- Contract
Cross-Functional Collaboration: Partner effectively with QA engineers, Business Analysts, Project Managers, and external technical teams to ensure seamless solution delivery.
Added 31 mins ago
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Estate Planning Attorney
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Vancouver, BC
- $130,000 to $160,000 CAD / year
- Full-time
Lead Sessions for business owners, professionals, and families with sophisticated planning needs.
Added 33 mins ago
Legal Counsel (12-month Term)
Payments Canada
Toronto, ON · Ottawa, ON
…functions as part of a collegial team and provides strategic and business focused legal analysis and advice to Payments Canada relating to its statutory mandate, legal and regulatory…
Added 33 mins ago
Senior Financial Accountant, Acquisition Accounting
Talent Acquisition Team at Westland Insurance. Text reply only.
Surrey, BC
As Senior Financial Accountant, Acquisition Accounting, you'll be a key partner in guiding acquired businesses through their accounting integration journey. You'll work closely with…

Medallia

Director, Client Services

UNAVAILABLE, Toronto, ON, Canada

The annual base salary range for this position is $169,000-$219,000 CAD. · Full-time

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Job details

Pay: The annual base salary range for this position is $169,000-$219,000 CAD.
Job type: Full-time
Apply by: Oct 5, 2027
Posting language: English
Posted: Oct 5, 2026

Original job description

Overview

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 This Role:

The Portfolio Lead is a critical, people-managing leadership role within our Engagement Track of the Customer Services Organization Responsible for the strategic health, commercial success, and operational excellence of a dedicated customer portfolio.

In this role, you are considered the "CEO" of your assigned portfolio. You command end-to-end responsibility for the people, their performance, portfolio financials, customer outcomes, and the overall account health associated with your book of business. You will lead, mentor, and scale a high-performing team of 7 to 9 (or up to 10) Engagement Managers (EMs), acting as an internal "knowledge multiplier" who owns team enablement, professional development, and program/project management practices.

Accountable for aggregate customer health, renewals, and expansion revenue, you will partner closely with Sales leadership and operate as the primary point of escalation for accounts within your portfolio. This role demands a sophisticated blend of commercial acumen, people leadership, and a hands-on understanding of the Medallia platform to drive customer retention and growth.

Responsibilities

Portfolio Health:
- Commercial & Delivery Ownership: Own aggregate customer health, retention, renewals, and expansion revenue for assigned accounts.
  Sales Partnership: Align services delivery directly with Sales leadership and Account Executives to protect retention and unlock growth whitespace.
Strategic Value:
- Value Realization Framework: Institutionalize Medallia’s framework to ensure Engagement Managers (EMs) map technical execution directly to client business outcomes.
  Technical Authority & Vision: Maintain hands-on platform mastery to lead C-suite "art of the possible" discussions, validate client investments, and govern multi-year roadmaps.
Team Leadership:
- Team Scale & Management: Recruit, mentor, and scale a team of 7–10 Engagement Managers, overseeing performance, program management standards, and team utilization.
  Coaching & Onboarding: Build structured onboarding and provide continuous, active coaching on account strategy, complex problem-solving, and career growth.
Executive Sponsorship & Portfolio Escalation:
- Executive Advisory: Build long-term partnerships with C-level stakeholders and coach EMs through sensitive, high-stakes client conversations.
- Escalation Ownership: Act as the primary leadership escalation point for portfolio-level risks, aligning internal teams and clearing roadblocks to protect delivery outcomes.
Operational Excellence & Cross-Functional Alignment:
- "One Medallia" Governance: Enforce consistent delivery standards, operating rhythms, and governance reviews (including CCP and account reviews) across the portfolio.
- Cross-Functional Orchestration: Partner with Product, Sales, and Support to resolve systemic blockers, secure root-cause fixes, and scale best practices globally.

Qualifications

Minimum Qualifications:

Education: Bachelor's degree, with a demonstrated interest in technology, comfort with technical concepts, and a commitment to self-guided learning.
Proven track record in Professional Services, Management Consulting, or high-touch Customer Success/Account Management in the SaaS industry.
People Leadership: At least 3+ years in a people management role successfully managing and developing high-performing team members (preferably leading 7+ direct reports).
Commercial Acumen: Strong experience running a portfolio of accounts, driving renewals, and identifying expansion opportunities within a technology or SaaS environment.

Preferred Qualifications:

Strategic Advisory & Thought Leadership: Ability to think strategically about complex business challenges, with a focus on the "why" behind program development over the technical "how" of platform implementation. Proven ability to originate and articulate new ideas, provide counsel to executive-level contacts, and lead deep conversations about many parts of their business.
Influential & Coaching Leadership: Widely recognized as a coach and role model. Proven ability to lead, motivate, and guide cross-functional teams and external partners through influence rather than direct authority. Ability to coach others to develop and articulate business insights.
Sophisticated Communication: Exceptional executive presence, verbal/written communication, and the ability to persuade senior stakeholders, adapting approaches in real-time to synthesize complex information.
Problem Solving & Analytical Thinking: Ability to develop actionable, unique insights or frameworks that become foundational to our customers' business or worldview, or shape our best practices. Proactive approach to business challenges and risk containment.
Domain Expertise: Familiarity with Customer and Employee Experience (CX/EX) and/or the Medallia platform (such as Medallia Experience Cloud) is highly preferred.

This posting is for an existing vacancy. Medallia is committed to equal pay and transparency. The annual base salary range for this position is $169,000-$219,000 CAD. This position is bonus eligible. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within Canada. 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.

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 applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.

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More about this job

Responsibilities

The Director of Client Services acts as the leader for a dedicated customer portfolio, overseeing team performance, financial health, and customer outcomes. They are responsible for mentoring engagement managers, driving renewal and expansion revenue, and maintaining strategic relationships with C-suite stakeholders.

Requirements

Candidates must have a bachelor's degree and at least 3 years of experience in a people management role within a SaaS or professional services environment. Strong commercial acumen, executive presence, and a proven track record in managing high-performing teams are required.

Skills

People management
Customer success
SaaS
Account management
Strategic planning
Portfolio management
Revenue growth
Client services
Executive communication
Team leadership
Professional services
Management consulting
Customer experience
Employee experience
Program management
Business development

Benefits

Bonus eligible

Visa sponsorship

Not detected in the job text

Keywords

SaaS
Medallia Experience Cloud
Customer Success
Account Management
Professional Services
Management Consulting
Portfolio Management
Revenue Growth
Renewal
Expansion
People Leadership
CX
EX
Strategic Advisory
Executive Presence
Program Management
Business Outcomes
Stakeholder Management
Team Enablement
Operational Excellence

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