Job type full-time
Full job description
Medallia’s mission is to help companies win through customer experienceThe world’s best-loved brands trust medallia’s experience cloud™, which embeds the pulse of the customer in an organization and empowers employees with the real-time customer data, insights, and tools they need to make every experience greatNamed a leader in the most recent forrester wave and 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, and pragueHere, we value people for each of the aspects that make them wholeWe 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, and former classmatesWe have different backgrounds and we celebrate different culturesAnd, 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 and manages the medallia feedback platform for leading global companies across retail, financial services, hospitality and high techAs 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 customersYou will work with cutting-edge technology and tackle real business problems and gain exposure to software implementation and servicing to enhance a huge enterprise’s customer experienceIn addition, you will work with great colleaguesYou will develop your customer-first mindset, learn about positioning compelling product features to customers, and manage our product delivery against customer needsMost importantly, you get to build: build a great company, build awesome relationships and programs with our customers and colleagues all while building an exciting new industryThe role: as a senior program manager of employee experience, you’ll own and oversee the implementation of medallia’s employee experience management solutions, working with clients to understand their business objectives and design, prioritize and implement ex solutions to help clients achieve those objectivesYou’ll build trusted advisor relationships with senior level clients, design excellent ex solutions and lead the program that implements and evolves medallia’s ex products and servicesYou will be accountable for turning a client into a raving medallia fan and be the first point of escalationYou will also be responsible for program profitability, resourcing, and ensuring accurate revenue forecastingThis is the ideal opportunity for someone with a background in consulting, project management and technology, who is excited to tackle new challenges, question the status quo, provide thought leadership, and who is driven to find solutions that delight clients and colleaguesKey responsibilities: shape and lead the delivery for employee experience accounts and projects with high level thinking and execution utilize medallia and industry methodologies to develop ex programs that achieve desired business objectives ensure proper staffing levels to achieve client objectives within financial program bounds create detailed project plans by looking at the client’s statement of work, resourcing, and budget develop a thorough understanding of medallia ex product offerings to be able to convert client business requirements into specific software solutions develop trusted advisor relationships with key decision makers across the client organization by demonstrating a solid understanding of industry-specific trends in the ex space and how they translate into people initiatives to help clients build better employee experience behaviors, processes and solutions interface with key client stakeholders, effectively navigate difficult issues and project risks, and serve as an escalation point both for the client and for the internal medallia team partner with the client to build a ex roadmap and manage program priorities and resources to it deliver consultative recommendations to clients by drawing from information captured via their ex program, prior experience and knowledge of critical processes and industry acumen minimum qualifications: minimum 10 years of experience successfully managing and retaining clients while leveraging software, with increasing responsibility in business transformations, process improvement, or organizational change management education: master’s degree in industrial/organizational psychology or similar; advanced degree preferred top candidates: demonstrated experience in building and articulating the business case for ex transformation passion for helping clients; empathy for their challenges, ability to build relationships and effectively communicate with client stakeholders solution-oriented; passion for creative problem solving, comfortable tackling new and undefined problem spaces ability to understand, synthesize, and translate between complex business problems and technical concepts passionate about learning new technologies and eager to get hands on experience working with medallia's software dedicated to enabling others through effective teaching, coaching, and knowledge distribution strong project management and stakeholder management skills growth-minded; desire for continuous learning and proactively driving initiatives for improvement lightning-fast learner and great problem-solverthrive in a high-growth, fast-paced environment at medallia, we don’t just accept difference—we celebrate it and recognize the value it brings to our customers and employeesMedallia is proud to be an equal opportunity workplace and is an affirmative action employerEqual opportunity and consideration are afforded to all qualified applicants and employeesWe 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, and any other category protected by lawWe also consider all qualified applicants regardless of criminal histories, consistent with legal requirements.
Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the american disabilities act and local disability laws.
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