Senior Analyst (Digital Solutions) Decibel

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 main point of contact for program implementations on our product, with responsibility for all technical aspects of the product for named clients from pre-sale throughout the relationship, providing project management, technical knowledge, and expertise, know-how, and assistance.
Responsibilities:
Leads the project management of on-boarding Implementation projects across multiple clients, and updates and report progress in accordance to agreed timeframes.  (Project management)
Performs technical implementation activities to include initial Pre-Flight checks, Implementation Guides and delivery of fit for purpose documentation (Onboarding activities)
Seeks opportunities to further integrate Decibel into the customer ecosystem (Integrations)
Acts as main technical point of contact for named customers, partnering with key contacts building in-depth, trusted relationships (Main point of contact)
Oversees all internal and customer technical escalations for named customers, ensuring satisfactory resolutions are met within a timely manner according to published SLA (Ticket oversight)
Escalation point and owner of any service interrupting events for named customers (support)
Partner with Customer Success and Product Experts in providing an ‘easy’ customer experience to maximize adoption and usage of the platform without impediment (CS/PE relationship) 
Raise and collect new solutions, feedback from external customers and ideas for new functions and features to business units across Decibel (Feedback to Product)
Produce the monthly KPI, SLAs and historical analysis including evaluation of achievements and shortages, customer satisfaction, time to resolution (KPIS)
Provide compelling dashboard reports to internal business units and leaders. (KPIS)
Delivers presentations at customer planning forums and executive business reviews (EBRS)

Required Qualifications

  • English, Science, and Math
  • Business-related degree
  • Proven work experience as a Solutions Engineer or Technical Account Manager within a technology company.
  • Experience handling SaaS implementations is a plus.
  • Website Competency: Basic-level understanding of website functionality such as HTML, CSS, Javascript
  • Used project management tools in an Agile environment, specifically Jira.
  • Provided accurate and insightful monthly and quarterly reviews.
  • Partnered across business functions.

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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