Professional Services, Director UK

    • London, United Kingdom
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, and Tel Aviv. 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 Solutions Architecture team is a small group of platform experts within Medallia’s global Professional Services organization, that is responsible for bringing deep knowledge of our product and business and a strong technical aptitude to all stages of the customer lifecycle. We actively support sales as technical subject matter experts, collaborate closely with implementation teams to architect best practice programs, and support the long-term evolution of these programs through ongoing innovation. This enables us to serve as a trusted advisor to all parts of the business, especially Product and Engineering, by providing critical perspective into how Medallia is used and by helping define the future of the platform.

THE ROLE: 

As a Manager, you’ll be part of a team of solution architects responsible for the technical health and direction of our EMEA portfolio. You’ll be responsible for the technical health of one or several sub regions in EMEA, working with the account teams to advise on best practices design and architecture. You’ll also roll up your sleeves to be hands-on with client stakeholders and internal teams to identify critical use cases and partner with fellow Medallians across Sales, Product, Engineering, and other functions to deliver innovative, scalable configuration to meet those use cases. The role also involves driving collaboration across Medallia’s Solutions Architecture and Professional Services teams, and impacting the direction of the EMEA organisation. This is an ideal role for someone with a strong background in technology and stakeholder management — someone who is driven to find the best solutions to technical problems and client challenges, is passionate about scaling up an organisation in a smart and sustainable way, and thrives on developing high-performing teams.

KEY RESPONSIBILITIES:

Portfolio ManagementOwn the technical health strategy for one or several EMEA sub regions, leveraging deep platform expertise and Operational Customer Experience Management (OCEM) knowledge, to guide programs throughout the customer lifecyclePartner with Professional Services leadership to prioritize accounts and contribute to the overall success of the region.Engage with clients to understand business cases and provide scalable platform recommendations that achieve positive business outcomesPartner with sales by serving as a platform SME in pre-sales discussions and by ensuring deals are scoped to meet client outcomes in a sustainable wayRun weekly office hours and training sessions to upskill the people in the region and develop the next generation of technical experts
Platform & Process InnovationEngage cross-functionally with Product, Engineering, and Design to guide the product roadmap and deploy large-scale enhancementsLead critical initiatives to drive process improvements that enable Medallia to meet the growing needs of our client and partner ecosystem

ABOUT YOU / CRITICAL COMPETENCIES:

5+ years experience in enterprise software, management or technical consulting, project management, client management, market research, or similar experienceBachelor’s degree, with MBA / Master’s and quantitative/analytical degrees preferred, such as engineering, computer science, or economicsDemonstrated interest in technology, including comfort with technical concepts and self-guided learningLove coaching, mentoring, and practicing servant leadershipPassion for helping clients; empathy for their challenges, ability to build relationships and effectively communicate with client stakeholdersSolution-oriented; passion for creative problem solving, comfortable tackling new and undefined problem spacesAbility to understand, synthesize, and translate between complex business problems and technical conceptsStrong project management and stakeholder management skillsThrive in a high-growth, sometimes nebulous, 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.


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