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Medallia // customer experience management SaaS
Remote, United States    Posted: Wednesday, September 02, 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.

The Solutions Architecture team straddles Medallia's Customer & R&D organizations, with a mission to develop & scale innovative solutions to maximize the value of Medallia for customers. We are a highly leveraged global team of platform experts, who excel at leading cross-functional work streams to deliver impact across the customer lifecycle. We work in a fast-paced environment across a wide range of responsibilities & are seeking a self starter who embraces ambiguity & can set direction for the rest of the team.

THE ROLE: As a Senior Director you will lead a team of architects accountable for retention & expansion of customer programs across more than a dozen verticals. Your team will define the technical health & evolution strategy for Medallia's customer portfolio, & will execute this strategy by partnering with functions such as Professional Services, Customer Success, Sales, & Product. You will also design & deploy new Experience Management solutions to meet clients' needs & will influence Medallia's product roadmap by aggregating & prioritizing customer use cases for the product team.This is an ideal role for someone with a strong background in technology, team leadership, & stakeholder management - someone who is driven to find the best solutions to technical problems & client challenges, is passionate about scaling up an organization in a smart & sustainable way, & thrives on developing high-performing teams.

KEY RESPONSIBILITIES:Lead a team of 5-10 vertical architects accountable for the technical success of customers within owned portfolios. Seek opportunities for, coach, & provide continuous feedback to team members to realize their full potential.Define & lead the technical health strategy for Medallia's customer portfolio. Partner with Customer & R&D functions to maximize business outcomes for customers & Medallia.Represent Solutions Architecture at an executive level, ensuring that quality, scalability, & innovation are considered in all strategic decisions.Lead critical cross-functional initiatives to drive platform & process improvements that enable us to meet the growing needs of our customers.Develop, improve, & drive adoption of industry packages & best practices.Support product development & go-to-market efforts to launch new products, acquisitions, & integrations.Aggregate, prioritize, & articulate customer use cases to Product, Engineering, & Design to guide product strategy & roadmap.Partner with Sales to ensure deals are scoped to meet client outcomes in a sustainable way. Enable deal success by serving as a platform SME for prospective clients.
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