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Professional Services Senior Program Manager, Employee Experience

  • Location: Remote, United States
  • Team: Professional Services
  • Role Type: Full-Time Employee (Individual)
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, Tel Aviv, and Prague. 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.

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 Program Manager of Employee Experience, you’ll own and oversee the implementation of Medallia’s Employee Experience Management solutions, working with clients to understand their business objectives and design, prioritize and implement EX solutions to help clients achieve those objectives. You’ll build trusted advisor relationships with senior level clients, design excellent EX solutions and lead the program that implements and evolves Medallia’s EX products and services. You will be accountable for turning a client into a raving Medallia fan and be the first point of escalation. You will also be responsible for program profitability, resourcing, and ensuring accurate revenue forecasting.
This is the ideal opportunity for someone with a background in consulting, project management and technology, who is excited to tackle new challenges, question the status quo, provide thought leadership, and who is driven to find solutions that delight clients and colleagues.
Key Responsibilities:
Shape and lead the delivery for Employee Experience accounts and projects with high level thinking and execution
Utilize Medallia and industry methodologies to develop EX programs that achieve desired business objectives
Ensure proper staffing levels to achieve client objectives within financial program bounds
Create detailed project plans by looking at the client’s statement of work, resourcing, and budget
Develop a thorough understanding of Medallia EX product offerings to be able to convert client business requirements into specific software solutions
Develop trusted advisor relationships with key decision makers across the client organization by demonstrating a solid understanding of industry-specific trends in the EX space and how they translate into people initiatives to help clients build better employee experience behaviors, processes and solutions
Interface with key client stakeholders, effectively navigate difficult issues and project risks, and serve as an escalation point both for the client and for the internal Medallia team
Partner with the client to build a EX roadmap and manage program priorities and resources to it
Deliver consultative recommendations to clients by drawing from information captured via their EX program, prior experience and knowledge of critical processes and industry acumen
Minimum Qualifications:
Minimum 10 years of experience successfully managing and retaining clients while leveraging software, with increasing responsibility in business transformations, process improvement, or organizational change management
Education: Master’s degree in industrial/organizational psychology or similar; Advanced degree preferred
Top Candidates:
Demonstrated experience in building and articulating the business case for EX transformation 
Passion for helping clients; empathy for their challenges, ability to build relationships and effectively communicate with client stakeholders
Solution-oriented; passion for creative problem solving, comfortable tackling new and undefined problem spaces
Ability to understand, synthesize, and translate between complex business problems and technical concepts
Passionate about learning new technologies and eager to get hands on experience working with Medallia's software
Dedicated to enabling others through effective teaching, coaching, and knowledge distribution
Strong project management and stakeholder management skills
Growth-minded; desire for continuous learning and proactively driving initiatives for improvement
Lightning-fast learner and great problem-solverThrive in a high-growth, fast-paced environment
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.