Professional Services, Senior Analyst, Technical
Medallia’s mission is to help companies win through customer experience. The world’s best-loved brands trust Medallia’s Experience Cloud™, which embeds the pulse of the customer in an organization and empowers employees with the real-time customer data, insights, and tools they need to make every experience great. Named a leader in the most recent Forrester Wave and ranked in the 2018 Forbes Cloud 100 list, Medallia is growing quickly, with a global footprint that spans Silicon Valley, Austin, New York, Washington DC, London, Paris, Sydney, Buenos Aires, and Tel Aviv. Here, we value people for each of the aspects that make them whole. We believe that people should not be defined only by a job title—nobody is "just an engineer" or "just a salesperson." We are each partners, parents, children, siblings, friends, and former classmates. We have different backgrounds and we celebrate different cultures. And, just like our product, we honor each of the experiences that build our people.
At Medallia we hire the whole person, not just a part of them.
Medallia is the global leader in Customer Experience Management. Our mission is to create a world where companies are loved by their customers; where organizations see you as a person and not just their next sale. We do this by building a bridge between hundreds of companies and billions of customers, around the world, enabling access to your eyes, ears, and hearts, so they may design and deliver extraordinary experiences, every single day.
The Function: The Professional Services team deploys and manages the Medallia feedback platform for leading global companies across retail, financial services, hospitality and high tech. As a member of the 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. You will work with cutting-edge technology and tackle real business problems and gain exposure to software implementation and servicing to enhance a huge enterprise’s customer experience. In addition, you will work with great colleagues. You will develop your customer-first mindset, learn about positioning compelling product features to customers, 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 industry.
The Role: As a Senior Analyst you will be dedicated to one of Medallia’s largest clients applying the ins and outs of managing complexity, meeting high expectations, and overcoming some of our toughest challenges. This is an opportunity to be embedded and grow your expertise and niche knowledge base. Responsibilities will vary from designing and implementing our software to enhancing and managing live accounts.
Work with senior team members to carry out customer implementations and program enhancements
Participate in the implementation design, setup, and review processesIdentify improvements to our feedback products and processes
Utilize Medallia software knowledge to configure surveys and reports
Build long-standing customer relationships by improving customer feedback programs
Provide support to client meetings by leveraging in-depth Medallia system capabilities
Work with client teams in resolving technical/system related inquiries
Provide quality assurance support when providing features to clientsProvide client support when analyzing large sets of data
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
- 3-5 years of experience successfully managing and retaining clients while leveraging software
- Education: BA/BS, with evidence of technical experience or equivalent work experience.
- Lightning-fast learner and great problem-solver
Note: This role is not eligible for immigration/visa sponsorship.
- Experience working in one of the following industries: Software, Hospitality, Financial Services, Automotive, B2B, and/or Retail
- Advanced degree
- Aspire to make our world-class clients (Four Seasons, Sephora, Mercedes, etc.) as customer-centric as your local coffee joint
- Get energized by working with a team to creatively build on each other’s expertise
- May be fluent in Spanish and excited by the prospect of working with our Spanish-speaking clients, both in the US and in Latin America.
- Can't wait to become an expert on our industry-leading product and leverage this knowledge to maximize Medallia's value for clients
- Have fantastic attention to detail, and excellent analytical and communication skills
At Medallia, we don’t just accept difference—we celebrate it 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 and consideration are afforded to all qualified applicants and employees. We won't unlawfully 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 category protected by law. 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. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.