Technical Manager, Professional Services

    • Madrid, Spain
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.

Role Overview

As a Technical Manager in Professional Services you will work alongside a project manager and CX experts to own the technical design and implementation of the Medallia platform. The assignments vary from designing and implementing our software for new customers to enhancing and managing live customer accounts. As the technical lead on projects you will be expected to have a thorough understanding of the Medallia suite of products, and be the go-to person for any technical questions. You will also provide leadership and mentoring to other members of the Professional Services team.

Responsibilities

Product Implementation

Partner with a project manager in leading a team of analysts to deliver the Medallia platformDrive program success through high quality, scalable design and architecture that delivers positive business outcomesEstablish launch and quality plans that are aligned to multiple customer stakeholders Develop a thorough understanding of the entire suite of Medallia products, and stay up to date with the product roadmap.

Client Management

Be the main point of contact for client IT leadsEngage with clients to understand business cases and provide platform recommendationsPartner with the account team to establish a technical roadmap for the account targeting quality, scalability, business value and innovation.

Cross-functional Leadership

Identify knowledge gaps and contribute to efforts to define and share best practices across Medallia. Partner with Engineering and Product on feature releases on assigned accounts

Functional Skills

Experience working in teams to collaboratively solve technical problemsRelentlessly customer-oriented with an innate understanding of the tenets of good client serviceExperience of communicating complex technical concepts to a wide range of stakeholdersExperience coaching junior team members in technical deliveryExperience engaging with IT stakeholders (e.g. Project Managers, System Architects etc.)Preferred: Experience with scoping work and creating order formsPreferred: Experience owning and improving the technical health for a portfolio of accounts

Technical Skills

Knowledge of common web technologies, e.g. JavaScript, CSS, HTML, APIsStrong analytical skills especially in data manipulation and gathering insights (e.g. Excel, R, Stata, SPSS)Knowledge of business process mapping and how to create system architecture diagramsExperience engaging with internal R&D teams (e.g. Product Management, Engineering etc.)Several years experience in leading technical delivery projects with onshore and offshore resourcesSeveral years experience implementing other enterprise SaaS applicationsBachelor's degree in an analytical subject, (e.g. Natural Sciences, Mathematics, Computer Science, Engineering, Economics etc.) or a strong interest in technology demonstrated elsewhere (e.g. website development, programming courses etc.)
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. We also consider all qualified applicants regardless of criminal histories, consistent with legal requirements.

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

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