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. 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.
Professional Services EMEA, Program Enablement Manager (Analyst) Our Professional Services Delivery team plays a central role in our customer's success & embodies excellent customer service & sets the industry bar in relationship management & strategic program design. This role is an ideal opportunity for someone who enjoys creative project/program management, skilled relationship development, & demonstrates finesse in using technology to solve business challenges. The role would be specifically focussed on our multi market accounts, making sure accounts are supported on a day to day basis around the technical usage of Medallia products, value realisation of the current solution with a view to making sure renewals are secured preferably with expansions. Our Program Enablement Managers are at the heart of Medallia's partnerships with our clients & handle the day-to-day relationship with our customers & own ultimate accountability for successfully delivering value to clients through Medallia's suite of products & services. It's a big job that offers an incredible opportunity to drive value not only for Medallia, but also for the world-class companies we serve. This role in Professional Services does not carry a billable utilisation target. You Will:
Own & manage multi-level client stakeholder relationships (C Level & below) across our multimarket accounts, including cross-functional touchpoints. EMEA has more than 12 multimarket accounts where the Medallia Solution is rolled out to 8 or more business units, usually a country.
Own & resolve day to day PS issues & escalations on multi market accounts either directly or through the billable PS teams as appropriate depending on available client hours; you will be required to be hands on fixing issues especially if non-billable
Work closely with CSM, PS Regional Leads & Project Managers, Sales Directors to ensure multimarket renewals are delivered preferably with expansion & zero churn.
Design, develop, plan & execute strategic program roadmaps for clients that drive optimum value & are rooted in a deep understanding of customer's businesses goals, including driving product enhancements to data analyses
Support customer multi-markets to align, adopt & manage group developed blueprints & cross market programs Regularly report on multi-market adoption status, correction of error actions, program evolution opportunities to group functions
Support quarterly & annual business reviews with multi-markets & group teams
Consult with customers on best practices in customer experience management
Leverage the latest Medallia Experience Cloud's tools, features & functionality to your customer's needs
Develop & manage project plans while driving the internal coordination & execution of tasks across teams
Manage program profitability through aligning activities to strategic account goals & drive program renewals & incremental expansions, without lapses. Work closely with the SD & CSM to produce & deliver to detailed close plans for each renewal.
Deliver scoping of services as required
Be responsible for the EMEA MS renewal number
Education: BA/BS, with evidence of technical education or equivalent technical experience required
Commercial experience or natural ability
Technical Understanding of CX products & solutions, preferably Medallia Experience Cloud
A minimum of 5 years of experience, with prior role(s) in customer relationship management, strategic program management, consulting, sales/business development, account management, and/or project management in a business-to-business environment.
3+ years of experience in running implementations of enterprise applications is Required (eg. CRM, ERP, HRMS)
Able to travel up to 50%, the EMEA multi market accounts usually have markets across every continent. Preferred
Experience directly working in one of the following industries: Software, Telco, Financial Services, Automotive, B2B (any industry), and/or Retail.
Advanced degree, PMP certification
Languages desirable - French, Spanish, Italian, German, Polish, Russian
Located in London
At Medallia, we don't just accept difference-we celebrate it & recognize the value it brings to our customers & employees. Medallia is proud to be an equal opportunity workplace & is an affirmative action employer. Equal opportunity & consideration are afforded to all qualified applicants & employees. We won't unlawfully discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, & any other category protected by law. We also consider all qualified applicants regardless of criminal histories, consistent with legal requirements.
Medallia is committed to working with & providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act & local disability laws.