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Senior Director, Solutions Architecture

  • Location: Remote, United States
  • Team: Professional Services
  • Role Type: Full-Time Employee (Manager)
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 TEAM:
The Solutions Architecture team straddles Medallia’s Customer and R&D organizations, with a mission to develop and scale innovative solutions to maximize the value of Medallia for customers. We are a highly leveraged global team of platform experts, who excel at leading cross-functional work streams to deliver impact across the customer lifecycle. We work in a fast-paced environment across a wide range of responsibilities and are seeking a self starter who embraces ambiguity and can set direction for the rest of the team.

THE ROLE:
As a Senior Director you will lead a team of architects accountable for retention and expansion of customer programs across more than a dozen verticals. Your team will define the technical health and evolution strategy for Medallia’s customer portfolio, and will execute this strategy by partnering with functions such as Professional Services, Customer Success, Sales, and Product. You will also design and deploy new Experience Management solutions to meet clients’ needs and will influence Medallia’s product roadmap by aggregating and prioritizing customer use cases for the product team. This is an ideal role for someone with a strong background in technology, team leadership, and stakeholder management — someone who is driven to find the best solutions to technical problems and client challenges, is passionate about scaling up an organization in a smart and sustainable way, and thrives on developing high-performing teams.

KEY RESPONSIBILITIES:
Lead a team of 5-10 vertical architects accountable for the technical success of customers within owned portfolios.
Seek opportunities for, coach, and provide continuous feedback to team members to realize their full potential.
Define and lead the technical health strategy for Medallia’s customer portfolio.
Partner with Customer and R&D functions to maximize business outcomes for customers and Medallia.
Represent Solutions Architecture at an executive level, ensuring that quality, scalability, and innovation are considered in all strategic decisions.
Lead critical cross-functional initiatives to drive platform and process improvements that enable us to meet the growing needs of our customers.
Develop, improve, and drive adoption of industry packages and best practices.
Support product development and go-to-market efforts to launch new products, acquisitions, and integrations.
Aggregate, prioritize, and articulate customer use cases to Product, Engineering, and Design to guide product strategy and roadmap.
Partner with Sales to ensure deals are scoped to meet client outcomes in a sustainable way. Enable deal success by serving as a platform SME for prospective clients.

MINIMUM QUALIFICATIONS:
10+ years of experience in the software industry, with extensive knowledge of enterprise SaaS technologies (CRM, ERP, HRIS, etc.).
Meaningful people management and team leadership experience with a strong record of developing teams. Love coaching, mentoring and practicing servant leadership.
Passion for helping clients; empathy for their challenges, ability to build relationships and effectively communicate with client stakeholders.
Hands-on knowledge of common web technologies, e.g. JavaScript, CSS, HTML, and integration technologies and protocols (APIs, REST, HTTP, SFTP, etc.).
Understanding of common security concepts and standards (SSO, SAML, OAuth, RBAC, etc.).
Ability to develop data architectures - designing data flows that are aligned with customer information systems.
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.
Strong technical project management and stakeholder management skills.
Dedicated to enabling others through effective teaching, coaching, and knowledge distribution.
Growth-minded; desire for continuous learning and proactively driving initiatives for improvement.

PREFERRED QUALIFICATIONS:
Bachelor’s degree, with MBA / Master’s and quantitative/analytical degrees, such as engineering, computer science, or economics.
Industry knowledge of Financial Services, Insurance, Healthcare, Life Sciences, and/or Government.
Familiarity with cloud service providers, such as AWS, Google Cloud, and Azure.
Hands-on experience with popular SaaS applications, such as Salesforce, Adobe, and ServiceNow.
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.