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Technical Lead, Employee Experience

  • 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.

The Function: The Professional Services team deploys and manages the Medallia feedback platform for leading global companies across retail, financial services, hospitality, and high tech. As a member of the team, you will partner with senior decision-makers at some of Medallia’s largest clients on a mission-critical task—helping them improve in the eyes of their customers. You will work with cutting-edge technology and tackle real business problems and gain exposure to software implementation and servicing to enhance a huge enterprise’s customer experience.  In addition, you will work with great colleagues. You will develop your customer-first mindset, learn about positioning compelling product features to customers, and manage our product delivery against customer needs. Most importantly, you get to build: build a great company, build awesome relationships and programs with our customers and colleagues all while building an exciting new industry.
The Role: As a Professional Services Technical Lead, you’ll own and oversee the design of Medallia’s Employee Experience Management solutions. You'll be seen as the expert of architectural design and technical capabilities. You will be responsible for the design and delivery of technical solutions for a portfolio of technically complex programs. Responsibilities will vary from designing and implementing our software to enhancing and managing live accounts.
This is the ideal opportunity for someone with a background in technology and an analytical mind, who is excited to tackle new challenges, question the status quo, provide thought leadership, and is driven to find solutions that delight clients and colleagues.
Key Responsibilities: Lead the technical delivery for Employee Experience accounts and projects with high-level thinking and execution, partnering with the Program Manager and Expert
Drive program success through high quality, scalable architecture, that delivers positive business outcomes
Engage with clients to understand business cases and provide platform recommendations
Own and drive the technical health strategy for a portfolio of technically complex programs
Provide direction and advice on the architecture, quality, and sustainability of Medallia’s programs
Aggregate learnings and gaps from portfolio to share use cases with Product for packaging & product feature prioritization
Partner with Engineering and Product on feature releases on assigned accounts
Minimum 7+ years of experience successfully managing and retaining clients while leveraging software, with increasing responsibility in business transformations, process improvement, or organizational change management
Education: Master’s degree in industrial/organizational psychology or similar; Advanced degree preferred
Required Qualifications:
Minimum 7+ years of experience successfully managing and retaining clients while leveraging software
Education: Bachelor’s degree in quantitative/analytical degree, such as engineering, computer science, statistics, or economics; Advanced degree preferred
Lightning-fast learner and great problem-solver
Top Candidates:
Demonstrated experience in technology, including comfort with technical concepts and self-guided learning
Passion for helping clients; empathy for their challenges, ability to build relationships and effectively communicate with client stakeholders
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 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
Thrive in a high-growth, fast-paced environment
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.