Technical Account 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.
As a Technical Account Manager within Decibel, you will work within our highly-skilled Service Delivery team. The role is responsible for the on-boarding of new clients and ensuring that all of their technical needs are met.
Reporting to our Service Delivery Lead and working closely with the Customer Success team and Success Planning, you will ensure that implementations are tailored to match with a client's specific needs. Other responsibilities include:
Leads the project management of on-boarding projects across multiple clients, and updates and report progress in accordance to agreed timeframes.
Performs technical implementation activities to include initial Pre-Flight checks, Implementation Guides and delivery of fit for purpose documentation.
Acts as main technical point of contact for named customers, partnering with key contacts building in-depth, trusted relationships.
Oversees all internal and customer technical escalations for named customers, ensuring satisfactory resolutions are met within a timely manner according to published SLA.
Partner with Customer Director and Product Experts in providing an ‘easy’ customer experience to maximize adoption and usage of the platform without impediment.
Raise and collect new solutions, feedback from external customers and ideas for new functions and features to business units across Decibel.
Produce the monthly KPI, SLAs and historical analysis including evaluation of achievements and shortages, customer satisfaction, time to resolution, plus compelling dashboard reports to internal business units and leaders.
Proven work experience as a Solutions Engineer or Technical Account Manager within a technology company.
Degree or equivalent in Computer Science, or similar subjects.
We have excellent relationships with all of our clients, so strong communication skills are a must.
Web analytics or CRO experience would be a plus, as would working with tools such as the following:
Web Analytics platforms such as Google Analytics and Adobe Analytics
A/B testing tools such as Optimizely or Maxymiser
Voice of Customer tools such as iperceptions or Trustpilot
Experience working with Tag Management Systems would be ideal
You will have experience working in a client-facing environment or role.
Knowledge of native app tracking would also be a plus.
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.