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Program Manager, Insights

  • Location: New York City, NY, USA
  • Team: Professional Services Insights
  • 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.

Company Overview

Medallia was founded on a simple idea: that companies can win by putting the customer before everything else. Our SaaS platform does this by capturing customer feedback, analyzing it in real-time, and then delivering it to everyone in a company — from the c-suite to the frontline — to help them improve. We’re now considered the leaders in a space we helped to create, we’re Sequoia backed, and we’re growing like crazy, doubling in size every 12 months. We’ve got a culture focused on smarts, kindness, continual learning, irreverence… and our people love it. A full 95% of our employees would recommend us to their friends.

Come find out why.

The Function
Medallia, the global leader in Customer Experience Management, is looking for a dynamic individual to join our Insights Consulting team as a Manager. The Insights team provides companies with customer experience analytics and research-based consulting services.

The Role:
This is a fantastic opportunity for a thoughtful, analytical individual with a strong background in client management and project leadership skills. The ideal candidate is passionate about using data and analytics to help customers drive strategic decisions and business improvements. This position has internal as well as client-facing responsibilities, working closely with our implementation and services teams.

Responsibilities:
Manage all aspects of consulting projects (from needs assessment to delivery) to help Medallia’s clients take action on business opportunities identified using customer feedback data
Advise clients on best practices for driving customer centricity from the boardroom to the front lines, resulting in improved customer experience and increases in customer loyalty
Develop consulting offerings in areas related to customer experience management (e.g. benchmarking, analytical methodologies, market research, survey design, field experimentation, workshop facilitation)
Act as a resource for other customer-facing teams on the application of CEM best practices to client programs, new markets, products, and methodologies

Minimum Qualifications

  • Minimum of 3-5 years of experience in strategic consulting, market research, or other analytical project leadership role
  • Demonstrated interest in and familiarity with data analysis and quantitative research methodologies
  • Proven track record of initiating, managing, and delivering successful service engagements
  • Masters degree (MBA or quantitative/research discipline) or equivalent professional experience
  • Project Management experience (PMP a plus)

Preferred Qualifications

  • Excellent problem solving and analytical skills
  • Ability to formulate hypotheses, search for patterns, and find the story in the data
  • Ability to develop and deliver compelling executive-level presentations
  • Strong team leadership and communication skills
  • Knowledge of statistical software packages (e.g., Stata, SPSS, R, SAS) a plus
  • Previous CEM experience
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. Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and state disability laws. 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.