Director, Practices (Focus: Knowledge Management)

Medallia’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia is growing quickly with more than 1000 employees globally in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, Austin, Washington D.C., and Tel Aviv. 

The Director Practices role is a key member of Medallia’s Global Practices Management team. The Global Practices Management (GPM) function supports Medallia’s Global Practices to deliver increased customer impact and grow our overall business.  Medallia Practices (e.g. financial services, telecommunications, etc.) are communities of Medallia practitioners - including leaders from professional services, sales, and other parts of the business - that are responsible for distilling best practices into a relevant point of view to drive thought leadership for their respective parts of the business.

Some examples of how GPM will support include communications around practices, managing the knowledge management infrastructure, curating best practice content and analytical tools, and problem solving real-world challenges by bringing together subject matter experts.  All efforts will be tied to identifying, capturing, and leveraging vertical / solution specific best practices that lead to positive business outcomes.

Key Responsibilities:

Drive the KM Strategy:  Partner with GPM Leaders to develop and execute the Knowledge Management (KM) strategy for practices, including:
•Develop an overall approach to content management - publishing, use and reuse
•Structure Practices content via Medallia’s jive-based intranet and other tools
•Design and support approach to identifying and capturing best practices surfaced as part of our various workflows - client servicing, sales cycles, etc.

Be a business partner:  Act as a business partner to global practices.  Provide guidance, remove obstacles, provide “over the finish line” support, look for connections and efficiencies.

Identify and close high priority knowledge gaps: Help Medallia teams find experts and expertise.  Act like an owner and ID and solve for use cases.

Drive collaboration: Partner with other key teams within Medallia such as Sales, Professional Development, or IT to establish priorities and update regularly to meet the evolving needs of the business

Required Qualifications:

  • Minimum of 8 years work experience
  • Minimum of 2 years demonstrated experience in knowledge management / content curation
  • Strong writing / communication & presentation skills
  • Strong project management skills
  • Bachelor's Degree

Preferred Qualifications

  • Experience curating content /managing knowledge in support of communities of practice in a professional services setting
  • Knowledge / experience with enterprise content management, portal and / or collaboration tools
  • Experience driving change in a cross-functional setting, including demonstrated executive presence with senior business leaders
  • Strong problem solving skills, judgement, particularly for technical problems
  • Strong technical aptitude and process discipline
  • Experience in any key vertical markets - Automotive, B2B, Hospitality, Healthcare, Government, Financial Services, Retail, Telco
  • Graduate degree

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.

Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and state disability laws.

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