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Program Enablement - Medallia Expert Services

  • Location: London, United Kingdom
  • 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, 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.

Responsibilities:

  • Provide configuration support, technical design coaching, and best practice recommendations for partner teams’ implementations. When applicable, leverage Medallia’s Implementation and Services methodology to coach partner teams.
  • Play coaching role during the servicing phase for each program, guiding partner account teams and technical resources on best practices and watch-outs. Collaborate with partners on scheduled program reviews to assess program health, customer satisfaction, scope changes, etc.
  • Engage with partner executives to proactively drive adoption of Medallia capabilities based on client’s needs
  • Work with Medallia Support and Solutions Architects to address partner account team technical support issues and inquiries
  • Work cross-functionally with Support, Product, Engineering, Saas Ops, Solutions Architecture, and other teams to escalate and resolve product bugs and minimize downtime
  • Collaborate with Partner Practice Success Leads to ensure success of partner programs
  • Support the development of a partner practice through the identification of thematic improvement areas and competency gaps.
  • Accountable in driving quality, system architecture, and technical debt initiatives to ensure a scalable and serviceable partner program

Minimum Qualifications:

  • Bachelor’s Degree
  • 4+ years of technology consulting, project management, customer management, or partner management experience
  • You have an excellent track record of implementing and/or servicing Medallia direct customers extremely well and you thoroughly understand Medallia’s implementation and servicing methodologies.
  • Demonstrated track record of developing strong, collaborative relationships, at multiple levels within organizations

Preferred Qualifications:

  • You have a knack for problem solving and can explain your thinking in a simple, concise way.
  • You are comfortable navigating new situations with poise; you enjoy converting new challenges into opportunities for Medallia to excel.
  • You have a track record of implementing Project Management best practices during end-to-end delivery of client project work and demonstrate the ability to coach others in these principles.
  • You have strong detail orientation and you reliably deliver high quality work.
  • You have an entrepreneurial streak and enjoy taking initiative and building something great!
  • Able to speak a second European language: Spanish, French, German or Italian
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.