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Medallia // customer experience management SaaS
Remote, United States    Posted: Friday, September 04, 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 Function:
The Professional Services team deploys & manages the Medallia feedback platform for leading global companies across retail, financial services, hospitality & high tech. As a member of the 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. You will work with cutting-edge technology & tackle real business problems & gain exposure to software implementation & servicing to enhance a huge enterprise's customer experience.  In addition, you will work with great colleagues. You will develop your customer-first mindset, learn about positioning compelling product features to customers, & 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 industry. 
The Role:
As a Professional Services Technical Lead, you'll own & oversee the design of Medallia's Employee Experience Management solutions. You'll be seen as the expert of architectural design & technical capabilities. You will be responsible for the design & delivery of technical solutions for a portfolio of technically complex programs. Responsibilities will vary from designing & implementing our software to enhancing & managing live accounts. This is the ideal opportunity for someone with a background in technology & an analytical mind, who is excited to tackle new challenges, question the status quo, provide thought leadership, & who is driven to find solutions that delight clients & colleagues. 
Key Responsibilities: 
Lead the technical delivery for Employee Experience accounts & projects with high level thinking & execution, partnering with the Program Manager
Drive program success through high quality, scalable architecture, that delivers positive business outcomes
Engage with clients to understand business cases & provide platform recommendations
Own & drive the technical health strategy for a portfolio of technically complex programs
Provide direction & advice on the architecture, quality, & sustainability of Medallia's programs
Aggregate learnings & gaps from portfolio to share use cases with Product for packaging & product feature prioritization
Partner with Engineering & Product on feature releases on assigned accounts 
Required Qualifications:
Minimum 10+ years of experience successfully managing & retaining clients while leveraging software
Bachelor's degree in quantitative/analytical degree, such as engineering, computer science, statistics, or economics; Advanced degree preferred
Top Candidates:
Demonstrated experience in technology, including comfort with technical concepts & self-guided learning
Passion for helping clients; empathy for their challenges, ability to build relationships & effectively communicate with client stakeholders
Solution-oriented; passion for creative problem solving, comfortable tackling new & undefined problem spaces
Ability to understand, synthesize, & translate between complex business problems & technical concepts
Strong project management & stakeholder management skills
Dedicated to enabling others through effective teaching, coaching, & knowledge distribution
Growth-minded; desire for continuous learning & proactively driving initiatives for improvement
Thrive in a high-growth, fast-paced environment
Lightning-fast learner & great problem-solver 
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