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Added 5 mins ago
Product Developer
The Aldo Group Inc / Le Groupe Aldo Inc.
Montreal, QC
ALDO Product Services (APS) partners with major global retailers to deliver branded wholesale, private label, and sourcing solutions. As Product Developer, you’ll support communication…
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IF
Director - Credit Trading
iA Financial Group
Toronto, ON · Montreal, QC · Quebec, QC
- Full-time
The Vice President, Head of Global Trading is looking for a Director, Credit Trading to join the trading team. The successful candidate will be a key contributor to our team and located in…
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Agency Support Agent (Brossard)
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Montreal, QC · Brossard, QC
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…employee share purchase plan, vacation and wellness/personal development days, telemedicine services, employee and family assistance program, annual bonus, discounts on iA products, and…
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Legal Counsel- Transversal Affair- Employment
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Contribute to the growth and development of the Legal Services team through knowledge sharing and participation in internal committees and strategic initiatives.
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Associate Director - Security Finance
iA Financial Group
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- Full-time
…contributing to a caring and trusted organisation where collaboration, development and continuous improvement are at the heart of how we…
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Manager, IT Solutions Delivery, Go-to-Market and Digital Solutions, SAEC Platform
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Sales Associate
iA Financial Group
Toronto, ON
- Full-time
Working closely with your territory Sales Director, you will develop and nurture relationships with advisors, Business Development Managers, and administrative teams within MGA offices.…
Added 19 mins ago
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Group Product Manager - Billing & Product Support
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Toronto, ON
- Full-time
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Added 19 mins ago
Health Services Manager - Women & Children's Health
Nova Scotia Health and IWK Health
New Glasgow, NS
Reporting to the Director of Health Services, the Health Services Manager is responsible for strategic and operational leadership of the specific clinical portfolio in accordance with the…
Added 48 mins ago
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Director of Venues (Full Time)
Fairmont Hotels & Resorts
AB · Edmonton, AB
- $59,000 to $88,500 CAD / year
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…team is delighted to assist with a variety of personalized services to ensure guest comfort and convenience are our top priorities. Edmonton's castle offers award-winning, locally-inspired…
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Analyst, Business
IMAX Enhanced | Streaming & Consumer Technology
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Gestionnaire principal de la location/Senior Manager Rental
Impact Fulfillment Services
Montreal, QC
- Full-time
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director of development - health, education, social and community services and membership organizations
Science North & Dynamic Earth
Sudbury, ON · Greater Sudbury, ON
- Full-time
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Early Childhood Educator
Capilano University
North Vancouver, BC
- Full-time
…and to the Dean of the faculty of Education, Health and Human…
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Manager, Supportive Living Services- MNU-26-18
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Kingston, ON
- Internship
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Associate, Cost Monitoring
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Toronto, ON
- Full-time
Newmark seeks an Associate, Loan Monitoring for our Development Advisory Team within Toronto Office. Reporting to the Director, you will collaborate with the management team on diverse…
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Human Resources/Labour Relations Consultant
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Kawartha Lakes, ON · Lindsay, ON
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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.…
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Manager, Marketing & Communications
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Vancouver, BC
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Dealer Development Manager, SecureDrive (Business Development/Sales) - Edmonton
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M.L.T. Charge - Quality
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Reporting to the a Integrated Director Laboratory Services, is responsible for the implementation, maintenance and improvement of the quality management system and Hospital Point of Care…
Added 1 hour ago
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Director, Operational Resilience, Scenario Analysis & Testing- EN
RBC
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Maintain and update the inventory of Critical & significant business services, ensuring LOB key processes are identified, inventoried, mapped and assessed for resiliency across Canadian…
Added 1 hour ago
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Business Analyst - Fidelity Wealth
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Toronto, ON
- Full-time
…and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we…
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Manager, Informatics
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- Full-time
…opportunity as a Manager of informatics, Digital Facilities Services and Solutions with Fraser Health's Health Digital Patient and Provider Experience team. This role is responsible for…
Added 1 hour ago
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Business Support Assistant
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Assists in budget development by ensuring information is current and compiled; pulls financial results information and advises Director/Managers on issues; monitors expenditures and ensures…
Added 2 hours ago
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Senior Advisor Consumer Protection Compliance
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and report to the Senior Director, Consumer Protection. Our team stands

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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