Job Description
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 titlenobody 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 taskhelping them improve in the eyes of their customers and employees. 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 and employee experiences. In addition, you will work with great colleagues, learn about positioning compelling product features to clients, and manage our product delivery against client needs. Most importantly, you get to build: build a great company, build awesome relationships and programs with our clients and colleagues all while building an exciting new industry.The Role: As a Program Manager of Employee Experience, you’ll own and oversee the implementation of Medallia’s Employee Experience Management solutions, working with clients to understand their business objectives and design, prioritize and implement EX solutions to help clients achieve those objectives. You’ll build trusted advisor relationships with senior level clients, design excellent EX solutions and lead the program that implements and evolves Medallia’s EX products and services. You will also be accountable for turning a client into a raving Medallia fan and program profitability.This is the ideal opportunity for someone with a background in consulting, project management and technology, who is excited to tackle new challenges, question the status quo, provide thought leadership, and who is driven to find solutions that delight clients and colleagues.Key Responsibilities:Shape and lead the delivery for Employee Experience accounts and projects with high level thinking and executionUtilize Medallia and industry methodologies to develop EX programs that achieve desired business objectivesEnsure proper staffing levels to achieve client objectives within financial program boundsDevelop trusted advisor relationships with key decision makers across the client organization by demonstrating a solid understanding of industry-specific trends in the EX space and how they translate into people initiatives to help clients build better employee experience behaviors, processes and solutionsInterface with key client stakeholders and effectively navigate difficult issues and project risksPartner with the client to build a EX roadmap and manage program priorities and resources to itDeliver consultative recommendations to clients by drawing from information captured via their EX program, prior experience and knowledge of critical processes and industry acumenMinimum Qualifications:Minimum 7+ years of experience successfully managing and retaining clients while leveraging software, with increasing responsibility in business transformations, process improvement, or organizational change managementEducation: Master’s degree in industrial/organizational psychology or similar; Advanced degree preferredTop Candidates:Demonstrated experience in building and articulating the business case for EX transformationPassion for helping clients; em
Job Specification