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Medallia // customer experience management SaaS
Tysons Corner, Virginia, USA    Posted: Wednesday, October 14, 2020
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Medallia's mission is to help companies win through customer experience. The world's best-loved brands trust Medallia's Experience Cloud, which embeds the pulse of the customer in an organization & empowers employees with the real-time customer data, insights, & tools they need to make every experience great. Named a leader in the most recent Forrester Wave & ranked in the 2018 Forbes Cloud 100 list, Medallia is growing quickly, with a global footprint that spans Silicon Valley, Austin, New York, Washington DC, London, Paris, Sydney, Buenos Aires, Tel Aviv, & Prague. Here, we value people for each of the aspects that make them whole. We believe that people should not be defined only by a job title-nobody is "just an engineer" or "just a salesperson." We are each partners, parents, children, siblings, friends, & former classmates. We have different backgrounds & we celebrate different cultures. And, just like our product, we honor each of the experiences that build our people.

At Medallia we hire the whole person, not just a part of them.

Medallia's Public Sector vertical is a fast-growing, specialized organization focused on revolutionizing the way citizens & employees experience government to increase trust & empower teams. Technology & choice have given the public power like never before. This shift accelerated the pace of change, creating an experience gap between what customers expect of the government & what's delivered. To close the gap, Medallia captures feedback, analyzes the data, & helps organizations prioritize taking action. In our group, the best ideas are implemented, no matter where they come from. Our team prioritizes continuous learning, true entrepreneurial spirit, & open feedback.
The Function: 
The Professional Services Public Sector team deploys & manages the Medallia feedback platform for organizations across federal agencies, state & local governments, healthcare, & education. As a member of the Public Sector team, you will partner with senior decision makers at some of Medallia's largest clients on a mission critical task-helping them improve in the eyes of their customers, citizens, & patients. You will work with cutting-edge technology, tackle real problems, & gain exposure to software implementation & servicing to enhance experiences across priority client projects. You will develop your customer-first mindset, learn about positioning compelling product features to partners, & manage our product delivery against customer needs. Most importantly, you get to build: build a great company, build awesome relationships & programs with our customers & colleagues all while building an exciting new vertical.
The Role:
As a Senior Analyst you will be assigned to multiple projects & accounts applying the ins & outs of managing complexity, meeting high expectations, & overcoming some of our toughest challenges. Your projects will be aligned according to the Public Sector needs combined with your interests & expertise. Responsibilities vary from designing & implementing our software to enhancing & managing live accounts.
Product Implementation:
Work with senior team members to carry out customer implementations & program enhancements
Participate in the implementation design, setup, & review processes
Identify improvements to our feedback products & processes
Utilize Medallia software knowledge to configure surveys, integrations, & reports
Client Management:
Build long-standing client relationships by improving customer, citizen, & patient feedback programs
Provide support in client meetings by leveraging in-depth Medallia system capabilities
Work with client teams to resolve technical/system related inquiries
Provide quality assurance support when providing features to clients
Provide client support when analyzing large sets of data
Other Responsibilities:
Engage in new product launches & other cross-functional initiatives with Engineering & Marketing
Develop a thorough understanding of product features that are relevant to each client program
Required Qualifications:
3 - 5  years of experience successfully managing & retaining clients while leveraging software
Education: BA/BS, with evidence of technical experience or equivalent work experience
Lightning-fast learner & great problem-solver
Must be a U.S citizen & meet background check requirements of U.S Federal Government
Preferred Qualifications:
Experience working Federal Agencies, State & Local Government, Education, Customer Experience, and/or 3rd Party Delivery Partners.
An advanced degree is a plus
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