Professional Services Director, Text Analytics & Social

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 Team:
The Data Intelligence Solutions team implements and manages the Medallia text analytics, speech, social, and cx journeys platform for leading global companies across retail, financial services, hospitality, high-tech, and other industries, including the public sector. As a member of the team, you will work with senior decision-makers at admired brands on a mission-critical task — helping companies improve in the eyes of their ultimate judges: customers. You work with cutting-edge technology and tackle real business problems. You consult with clients to address and answer specific business questions they may have, as well as proactively analyze and study their data to provide valuable insights and findings that may not currently be known or evident to the client. You will gain exposure to a wide range of industries and work with great colleagues. You position yourself for many career options, not only in Professional Services but also in Marketing, Product, and Sales. And, mainly, you get to build: Build improvements for our customers, build a great company, and build a new industry.
The Role:
As the Director of Text Analytics & Social, you will build and lead the global team of  Text Analytics and Social Subject Matter Experts. This team works directly with customers to implement and service Medallia’s text analytics and social products. You will be responsible for driving processes, engagement, and enablement, scaling our success model globally, engaging customers to ensure value realization, all while leading a team of managers and individual contributors. This is a great opportunity to build on top of an already world-class organization!
Responsibilities:
Build and lead a world-class organization
Develop a scalable elegant and innovative playbook that sets clients up for success and maximizes the value of Medallia’s text analytics and social offerings
Ensuring customers derive maximum business benefit from text analytics and social, thus contributing to their long-term loyalty and reference-ability
Managing escalations and risks from various sources, including Support, partners, competitors, etc.
Identifying upsell opportunities and working with sales teams to ensure growth attainment
Working closely with the Sales organization, Partners, Support team, Professional Services, Customer Experience, and Product Management
Minimum Qualifications:
Minimum 5 years of experience with an Enterprise SaaS company
Experience leading a sizable customer-facing team (e.g. solution consulting, digital strategy, customer success, sales, professional services)
Exceptional presentation, written and verbal communication skills as well as empathy, negotiation, and problem-solving skills
Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
Able to collaborate across the organization and with external stakeholders
Preferred Qualifications:
Experience leading managers of teams and successfully manage global, distributed teams across cultures, lines of business, and geographies in a SaaS or subscription enterprise software company
Proven ability to develop strategies, translate them into initiatives and track successful delivery
Outstanding executive presence and interpersonal skills, with the ability to engage and inspire senior executives
Demonstrated operational excellence in analytical thinking, process development, and improvement, problem-solving, communication, delegation, and planning
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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