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Added 6 mins ago
TM
Program Director
Toronto Metropolitan University
Toronto, ON
- Temporary
…experiences as people from equity deserving groups, as well as experience working with these communities with which the University works every day. Please note that all qualified candidates…
Added 6 mins ago
TH
Registered Practical Nurse (RPN) - Temp PT (10 Months)
The Hospice of Windsor and Essex County
Leamington, ON
- $30.99 to $35.81 CAD / hour
- Temporary
Manage complex clinical and patient/family situations independently and escalate to Managers/Director as required.
Added 6 mins ago
TH
Registered Practical Nurse (RPN) - Temp PT (8 Months)
The Hospice of Windsor and Essex County
Leamington, ON
- $30.99 to $35.81 CAD / hour
- Temporary
Manage complex clinical and patient/family situations independently and escalate to Managers/Director as required.
Added 6 mins ago
TV
Director, Health and Wellness
The Vantage Talent Group
Burlington, ON
- $110,000 to $135,000 CAD / year
- Full-time
A client of ours is seeking a Director, Health & Wellness to lead and grow its health and wellness offering. This is a senior, client-facing role combining subject-matter expertise,…
Added 6 mins ago
SJ
Manager Occupational Therapy, Physiotherapy and Recreational Therapy
St. Joseph's Healthcare Hamilton
Hamilton, ON
- $66.33 to $76.9 CAD / hour
- Full-time
Reporting to the Director of Interprofessional Practice, the Manager, Occupational Therapy, Physiotherapy and Recreational Therapeutic Services provides strategic, clinical, operational,…
Added 6 mins ago
R
VP, Strategy and Operations
RELX
Toronto, ON
- Full-time
Have substantial senior experience in procurement, sourcing or third-party cost management within a large, complex, multinational organisation, including time in a strategy, operations or…
Added 6 mins ago
C(
Philanthropy Operations Coordinator
CPAC (Cable Public Affairs Channel / Chaîne d'affaires publiques par câble)
Ottawa, ON
- Contract
Working closely with the Director of Development and the CEO, this role will help ensure that every donor and prospect interaction is accurately recorded, appropriately acknowledged and…
Added 6 mins ago
GD
Curriculum Developer II - Saskatoon
Gabriel Dumont Institute
Saskatoon, SK
- Full-time
Responsibilities: Reporting directly to the Director of the Institute’s Culture and Heritage Department, specific duties include: developing curriculum materials, performing needs analyses;…
Added 7 mins ago
Director, HR Operations
Sobeys Capital Incorporated or a Franchise/Affiliate / ou une franchise/société affiliée
Mississauga, ON
As HR Director, Operations, you will partner with Retail Operations leaders to shape and deliver people strategies that support business performance, employee engagement, and talent…
Added 7 mins ago
Financial Analyst
KSR
Chatham-Kent, ON · Ridgetown, ON
Bachelor’s degree required in one of the following disciplines: Finance, Accounting, Business Administration, Economics, or a related field or equivalent in experience.
Added 7 mins ago
TC
Split-Shift Registered Early Childhood Educator
Tropicana Community Services
Toronto, ON · Scarborough, Ontario
- Full-time
A Two-year Child and Youth Diploma or Degree program (Ministry Director Approval), a combination of education and experience in the related field.
Added 21 mins ago
B
Director of Finance And Operations
BoomerangFX
Mississauga, ON
- $120,000 to $130,000 CAD / year
- Full-time
As Director of Finance & Operations, you will work closely with the CEO and leadership team to shape strategic plans, strengthen financial oversight, and improve performance across the…
Added 22 mins ago
TG
Director of Ministry Content
The Good News Broadcasting Association of Canada
Abbotsford, BC
- Full-time
…multimedia Bible teaching and engagement. We are seeking a full-time Director of Ministry Content to join our Leadership…
Added 36 mins ago
AH
RAI Lead
Alberta Health Services
Calgary, AB
- Full-time
…continuous improvement. This permeant position reports to the Director, Clinical Support and Quality and is eligible for hybrid work arrangement at or out of SouthPort…
Added 36 mins ago
AH
Director
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
The Director, Cancer Advanced Analytics, is responsible for oversight of the Cancer Advanced Analytics program. This includes strategic leadership in advancing cancer analytics for health…
Added 36 mins ago
RM
Human Resources/Labour Relations Consultant
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
- Full-time
Reporting to the Director of Human Resources, the HR/LR Consultant will provide guidance and support to managers and other Human Resources staff on employment and labour relations matters.…
Added 36 mins ago
AH
Senior Consultant
Alberta Health Services
Calgary, AB · Greater Calgary Metropolitan Area
- Full-time
…continuing care across Alberta. This position reports to the Director, Clinical Support and Quality and may be eligible for a hybrid work arrangement at or out of Southport…
Added 36 mins ago
NN
Personal Support Worker
Nurse Next Door Home Care Services
Brampton, ON
- Full-time
Provides client care in alignment with the established plan of care, with clinical guidance and support from the Director of Nursing or registered nurse as required.
Added 36 mins ago
O
Temporary receptionist (2 week contract)
Olymbec
Montreal, QC
- Contract
The Receptionist will report to the Director of Human Resources.
Added 36 mins ago
RH
Director of Finance And Accounting
Robert Half
Hamilton, ON
- $150,000 to $170,000 CAD / year
- Full-time
…systems. As a result, they are seeking a strategic and hands-on Director of Finance to help build a scalable finance function that supports continued growth. Only candidates with strong…
Added 36 mins ago
RD
Technical Sales Representative
Randstad Digital
Toronto, ON · Greater Toronto Area, Canada
- $100,000 to $120,000 CAD / year
- Full-time
…Canadian market. Working in close collaboration with the Managing Director, you will actively prospect, build customer relationships, open doors, and expand distribution channels for…
Added 36 mins ago
I
Product Operations Manager
Indigo
Ottawa, ON
- $42,500 to $52,500 CAD / year
- Full-time
…connection and brand affinity while delivering a customer-centric experience that drives sales, engagement, loyalty, and…
Added 36 mins ago
SS
Personal Support Worker | Temporary Part Time Evening | 4 Shifts
Sienna Senior Living
Elmira, ON
- Part-time
Reporting to an Associate Director of Care, the Personal Support Worker is a critical role within our communities as it impacts the lives of residents.
Added 36 mins ago
LPN 1.0 Perm Nights 2nd-005
Winnipeg Regional Health Authority
Winnipeg, MB
SUPERVISOR’S TITLE: Director of Care or Designate
Added 36 mins ago
*Regulatory Compliance and Affairs Advisor
Recrute Action
Montreal, QC
Reporting to the Director, Compliance and Chief Compliance Officer (CCO), the incumbent serves as a senior subject matter expert within the Compliance Department and contributes to the…

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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