Senior Analyst, Medallia Expert Services (Remote)

Location : Tysons Corner, Virginia, USA | Team: Enablement & Education

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.

Medallia’s Partner Enablement group is building an extraordinary delivery capability to help Medallia continue to deploy its world-class platform at scale. This group will enable partners to be successful in delivering value via Medallia’s software solutions, while Medallia continues to set global CEM and partner delivery standards.

As a Manager, Medallia Expert Services, you will be responsible for providing expert guidance on Medallia’s platform capabilities and helping shape our partner’s design and implementation of the Medallia platform for our joint customers. 

  • Provide configuration support, technical design coaching, and best practice recommendations for partner teams’ implementations. When applicable, leverage Medallia’s Implementation and Services methodology to coach partner teams.
  • Play coaching role during the servicing phase for each program, guiding partner account teams and technical resources on best practices and watch-outs. Collaborate with partner on scheduled program reviews to assess program health, customer satisfaction, scope changes, etc.
  • Work with Medallia Support and Solutions Architects to address partner account team technical support issues and inquiries
  • Work cross-functionally with Support, Product, Engineering, Saas Ops, Solutions Architecture, and other teams to escalate and resolve product bugs and minimize downtime
  • Collaborate with Partner Practice Success Leads to ensure success of partner programs and supporting the development of a partner practice through the identification of thematic improvement areas and competency gaps.
  • Collaborate with engineering and product groups to prioritize product innovations from Partner teams
  • Accountable in driving quality, system architecture, and technical debt initiatives to ensure a scalable and serviceable partner program

Minimum Qualification

  • Bachelor’s Degree or commensurate work experience
  • Minimum of 2 years of technology consulting, project management, customer management, or partner management experience
  • You have experience implementing and/or servicing Medallia direct customers and you understand Medallia’s implementation and servicing methodologies

Preferred Qualifications

  • Demonstrated track record of developing strong, collaborative relationships, at multiple levels within organizations 
  • You have a knack for problem solving and can explain your thinking in a simple, concise way.
  • You are comfortable navigating new situations with poise; you enjoy converting new challenges into opportunities for Medallia to excel.
  • You have a track record of implementing Project Management best practices during end-to-end delivery of client project work and demonstrate the ability to coach others in these principles.
  • You have strong detail orientation and you reliably deliver high quality work.
  • You have an entrepreneurial streak and enjoy taking initiative
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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