Professional Services, Technical Senior Analyst (Remote)

Location : Tysons Corner, Virginia, USA | Team: Professional Services

Role Type: Full-Time Employee (Individual)

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.  

We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success. 

We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.

At Medallia, we hire the whole person.

The Professional Services Public Sector team deploys and manages the Medallia feedback platform for organizations across federal agencies, state and local governments, healthcare, and education. As a member of the Public Sector 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, residents, and patients. You will work with cutting-edge technology, tackle real problems, and gain exposure to software implementation and servicing to enhance experiences across priority client projects. You will develop your customer-first mindset, learn about positioning compelling product features to partners, and manage our product delivery against customer needs. Most 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 vertical.

As a Senior Analyst you will be assigned to multiple projects and accounts applying the ins and outs of managing complexity, meeting high expectations, and overcoming some of our toughest challenges. Your projects will be aligned according to the Public Sector needs combined with your interests and expertise. Responsibilities vary from designing and implementing our software to enhancing and managing live accounts.

Key Responsibilities

  • Product Implementation
  • ·       Work with senior team members to carry out customer implementations and program enhancements.
  • ·       Participate in the implementation design, setup, and review processes.
  • ·       Identify improvements to our feedback products and processes.
  • ·       Utilize Medallia software knowledge to configure surveys, integrations, and reports
  • Client Management
  • ·       Build long-standing client relationships by improving customer, resident, and patient feedback programs.
  • ·       Provide support in client meetings by leveraging in-depth Medallia system capabilities.
  • ·       Work with client teams to resolve technical/system related inquiries.
  • ·       Provide quality assurance support when providing features to clients.
  • ·       Provide client support when analyzing large sets of data
  • Other Responsibilities:
  • ·       Engage in new product launches and other cross-functional initiatives with Engineering and Marketing.
  • ·       Develop a thorough understanding of product features that are relevant to each client program

Minimum Qualifications

  • 3+ years of experience successfully managing and retaining clients while leveraging software.
  • Bachelor’s degree, with demonstrated interest in technology, including comfort with technical concepts and self-guided learning.
  • Exposure to common web technologies, such as JavaScript, XML, HTML, and CSS, and integration technologies/protocols (APIs, REST, HTTP, SFTP, etc.).
  • Ability to work independently on low to medium complexity assignments.
  • Passion for helping clients; empathy for their challenges, ability to build relationships and effectively communicate with client stakeholders.
  • Ability to understand, synthesize, and translate between business problems and technical concepts.
  • Growth-minded; desire for continuous learning and proactively driving initiatives for improvement.
  • Thrive in a high-growth, fast-paced environment.
  • Must be a U.S citizen and meet background check requirements of U.S Federal Government

Preferred Qualifications

  • Bachelor’s degree in quantitative/analytical degree, such as engineering, computer science, statistics, or economics.
  • Experience working Federal Agencies, State & Local Government, Education, Customer Experience, and/or 3rd Party Delivery Partners.
  • Understanding of common security concepts and standards (SSO, SAML, OAuth, RBAC, etc.).
Note: This role is not eligible for immigration/visa sponsorship.

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is proud to be an equal opportunity workplace and is an affirmative action employer. Equal opportunity is afforded to all qualified applicants and employees. We do not 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 protected category. We 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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