Professional Services, Program Manager (Remote)

Location : Remote, United States | 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 Pilots team plays a critical role in expanding the Medallia solution to new and existing customers. Through a Pilot, Medallia is able to demonstrate that a company’s unique qualitative, quantitative, and operational data is compatible with Medallia desktop and mobile reporting capabilities, the ease of partnering with Medallia, and the speed to insight using Medallia’s technology.  

Our Pilots team will support and manage pilots across Medallia’s install base across their region. This role is an ideal opportunity for someone who enjoys creative design consultation, project/program management, and demonstrating the power of Medallia’s technology. He/She must be capable of technical design of customer solutions and managing pilots, working closely with sales, solution architects, product managers, and offshore delivery resources to meet customer requirements and solutions. Other tasks involve customer demonstrations, technical presentations, and technical documentation. Responsibilities: Develop, configure, debug, and present optimized test configurations in response to Medallia-defined solution architectures or customer requirements, as appropriate.

Responsibilities:

  • Understand and qualify customer objectives & needs, criteria for success, and effectively articulate Medallia’s ability to meet those
  • Apply your expert understanding of Medallia’s product suite to leverage the optimal design to meet the customers’ need
  • Design, develop, plan, and execute pilots for clients are rooted in a deep understanding of customer’s business goals and metrics for success
  • Support sales with product demos that focus on Medallia’s high-value differentiators
  • Gather facts via sales calls, discovery meetings, site surveys, research, RFP/RFI reviews, etc.
  • Support planning and implementation Lead day-to-day management of the pilots team including stand-ups and project prioritization with offshore delivery resources
  • Standardize process for pilots for new Medallia products
  • Quickly adapt to changes in requirementsHelp support customer demos

Minimum Qualifications:

  • Education: BA/BS, with evidence of technical education or equivalent technical experience required in SaaS industry
  • 3+ years of experience in running services of enterprise applications (eg. CRM, ERP, HRMS)Knowledge of common web technologies, e.g. JavaScript, CSS, HTML, APIs and awareness of the overall IT landscape, particularly other SaaS products
  • Experience with product development lifecycles and processes while engaging with internal R&D teams (e.g. Product Management, Engineering)A minimum of 3 years of experience, with prior role(s) in customer relationship management, strategic program management, consulting, sales/business development, account management, and/or project management in a business-to-business environment
  • Excellent interpersonal, verbal, and written communication skills including active listening & public speaking skills
  • Excellent design, technical and analytical skillsSelf-motivated, ambitious, and goal-oriented
  • Ability to work individually and on a collaborative team in a fast-paced and continually evolving environment
  • Able to travel up to 25%

Preferred Qualifications

  • Technical understanding of CX products and solutions, preferably Medallia Experience Cloud
  • Advanced degree, PMP certification
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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