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Medallia // customer experience management SaaS
 
Product, Full Time    Paris, France    Posted: Friday, October 18, 2019
 
   
 
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JOB DETAILS
 
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.

As a Professional Services CX Project Manager in Medallia's Professional Services group, you play an integral role supporting the sale of Medallia. You leverage your deep experience leading software implementations, as well as expert knowledge of Medallia to inspire customer confidence. You help prospects architect best practice solutions that address specific customer business needs while being practical to implement & easy to service. You are the critical link between commitments made during the sale & delivery during the implementation. You are the expert voice, pivotal designer, reviewer, & escalation point to ensure success for new & existing Medallia customers operationalizing CEM.

This is an ideal opportunity for someone with a background in technology, consulting, market research, client management or pre-sales to take a leading role in transforming the way our clients engage their customers & in driving Medallia's growth.

In this role, you'll work with other Medallians & with prospective & existing customers.

Responsibilities

Business Development:

Assist Sales on new business opportunities by responding to RFPs, supporting sales meetings & designing & scoping the services
solution for clients & prospects
Highlight the features & benefits of the Medallia & make recommendations to address questions during the sales cycle
Review, advise on & approve the scope & cost of Medallia Professional Services
Support SOW & Addendum creation by being an expert on Medallia technology & by representing the interests of customers & the Professional Services team

Client Management:

Work closely with clients during the sales cycle, early in the implementation phase, & through to their transition to servicing, to ensure satisfaction
Ensure a smooth transition from the sales cycle to the implementation phase
If needed, you'll be there to support the implementation team & customer on any sales related escalation topics
Support Team Engagement & Growth
Create a culture of achievement & teamwork
Continually search for ways to improve Services offerings & the methods by which customers are on-boarded to Medallia
Reach team goals for subscription revenue & group profitability

Other Responsibilities:

Play a leading role in the development of the Services team & Medallia as we scale, including process, people, & technology
Lead cross-functional initiatives, e.g., with Product, Engineering, Marketing, & Sales departments
Position requires some travel, minimum of 20%

Requirements

Minimum of 8 years of experience with 5 years focused on technology consulting, project management or customer management
Demonstrated experience with the sales cycle in one or more of the following areas: up selling, change orders, system demonstrations or solution best practices
Demonstrated experience managing a changing portfolio of implementations, supervising multiple project managers designing & implementing technology solutions with new clients across industries
Record of consistently meeting objectives & exceeding targets at top-performing companies
Demonstrated interest in technology, including comfort with technical concepts & ability to learn new technology applications
Interpersonal skills, including the ability to work with both technical & business team members
Experience in enterprise software, IT consulting, management consulting, or market research
Participation in mid to late sales cycle activities assessing technical or business requirements
Fluent in Native language plus English.

 
 
 
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