Implementation Consultant

Overview

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.  

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together. 

Bring your whole self.

About our Team: 

The Text Analytics, Speech & Social team implements and manages the Medallia TA, speech and social platform for leading global companies across retail, financial services, hospitality, high-tech and other industries, including the public sector. As a member of the team, you will work with senior decision makers at admired brands on a mission critical task — helping companies improve in the eyes of their ultimate judges: customers. You work with cutting-edge technology and tackle real business problems. You consult with clients to address and answer specific business questions they may have, as well as proactively analyze and study their data to provide valuable insights and findings that may not currently be known or evident to the client. You will gain exposure to a wide range of industries and work with great colleagues. You position yourself for many career options, not only in Client Services but also in Marketing, Product, and Sales. And, mainly, you get to build: Build improvements for our customers, build a great company, and build a new industry.

About this Role:

You will own and oversee the design of Medallia’s text analytics, speech and social solutions including systems integrations to bring in various types of text data. You will support the ongoing development and success of Medallia’s client platforms, and will be responsible for the health of a portfolio of programs. You will also provide leadership and mentoring to members of the Client Services teams.

Responsibilities

• Lead text analytics, speech and social implementations and program enhancements
• Own and manage multi-level client stakeholder relationships, including cross-functional touchpoints
• Design, develop, plan and execute strategic program roadmaps for clients that drive optimum value and are rooted in a deep understanding of customer’s businesses goals, including driving product enhancements to data analyses
• Develop and manage project plans while driving the internal coordination and execution of tasks across teams
• Develop text analytics, speech and social expertise and act as primary Subject Matter Expert (SME) for project team members
• Assist in the development of best practices and tool kits
• Provide constructive product feedback to Medallia Product Management

Qualifications

Minimum Qualifications:

• 4 years of experience, with prior role(s) in customer relationship management, strategic program management, consulting, sales/business development, account management, and/or project management in a business-to-business environment.
• 2 years experience in fostering customer happiness and retention via relationship management at multiple levels of a clients' organization, from day-to-day project managers to senior stakeholders.
• Education: BA/BS, with evidence of technical experience or equivalent relevant experience.

Preferred Qualifications:

• Experience directly working in one of the following industries: Software, Hospitality, Financial Services, Automotive, B2B (any industry), and/or Retail.
• Advanced degree, PMP certification
• Background in linguistics or a language-related field
• Experience with JavaScript, XML, and/or RegEx a plus
• Excellent problem solving, decision-making, and analytical skills
• Strong written and oral communication skills
• Ability to handle tasks requiring a keen sense of attention to detail
• Passion for constant improvement
• Proven track record of meeting and exceeding goals and deadlines
• Ability to work both independently and in a tight knit team
• Nice to have: native speaker or near native fluency in French or German

At Medallia, we celebrate diversity 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. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at [email protected]. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.