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Senior Analyst, Digital Solutions

  • 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.

Develops and delivers detailed technology solutions through consulting project activities. Responsibilities include client identification through final invoicing for engagements requiring varied interpersonal and technical skills. Technical responsibilities include problem identification, system architecture definition, software specification and/or design, implementation, testing, client training, and solution deployment. Performance is typically evaluated based on utilization, (i.e., billable hours). Project management activities include interaction with company and client managers and cost/schedule monitoring. May participate in sales and proposal presentations in addition to completing ongoing team account activities. Identifies additional product/services opportunities in customer organization.
Responsibility:
Accountable for SMB, Mid-market and Enterprise Customers using the Digital product
Handle small to medium-scale implementations and ongoing servicing, with a focus on scale, quality, and Digital CX best practices as part of the Professional Services account team; Aligning Digital strategy with the overall business objectives of larger CX program
Manage implementation timelines and key milestones based on standard Digital project plan and project management processes to deliver projects on-time and within budget
Work with clients to establish and achieve critical goals and key performance indicatorsIdentify up-sell opportunities and drive successful renewals on account portfolio
Advocate customer needs/issues within team and inter-departmentally Prepare for and run QBRs/ABRsSupport overall team initiatives as it relates to Digital product within larger Medallia ecosystem

Preferred Skills:

  • Skilled in understanding digital platforms and systems; understanding some level of how to implement solutions across websites and/or applications for clients.
  • Expected 2-5 years of experience
  • Example: Client or project management, digital marketing, web design, SaaS products
  • Relevant experience could include: SaaS products, agency & client management, product, web design or ecommerce, digital marketing
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.