Implementation Consultant

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 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.

About our Team: The Text Analytics, Speech & Social team implements and manages the Medallia TA, speech and social platform for leading global companies across various industries. 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 will consult with clients to address specific business questions and proactively analyse their data to provide valuable insights.

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.
• Develop and manage project plans while driving 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 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.
• 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, 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 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.

At Medallia, we celebrate diversity and recognise 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, colour, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law.