What are the responsibilities and job description for the Professional Services, Analyst position at Medallia?
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.
The Function
The Professional Services team deploys and manages the Medallia feedback platform for leading global companies across retail, financial services, hospitality and high tech. As a member of the team, you will partner with senior decision makers at some of Medallia’s largest clients on a mission critical task—helping them improve in the eyes of their customers. You will work with cutting-edge technology and tackle real business problems and gain exposure to software implementation and servicing to enhance a huge enterprise’s customer experience. In addition, you will work with great colleagues. You will develop your customer-first mindset, learn about positioning compelling product features to customers, and manage our product delivery against customer needs. Most importantly, you get to build: build a great company, build awesome relationships and programs with our customers and colleagues all while building an exciting new industry.
The Role
As a Professional Services Analyst, you will support the technical design and delivery of Experience Management solutions for customers. You will develop and apply your expertise with Medallia’s product offerings to deploy solutions that meet our customers’ business needs. You will collect and document technical requirements and specifications in collaboration with senior team members and configure the Medallia platform. You will also support Quality Assurance (QA), User Acceptance Testing (UAT), and launch processes with customers to ensure successful technical outcomes.
*This is a hybrid role that will require 2 days/week in Mexico City office*
Responsibilities
- Collect customer requirements and create technical specifications
- Configure the Medallia platform to meet customer requirements
- Support QA, client UAT, and launch processes
- Provide support in client meetings by leveraging in-depth knowledge of Medallia’s platform capabilities
- Partner with client teams to resolve technical issues/inquiries
Qualifications
Minimum Qualifications
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field or equivalent experience
- Exposure to common web technologies, such as JavaScript, XML, HTML, CSS, and integration technologies/protocols (APIs, REST, HTTP, SFTP, etc.)
- Advanced English speaking skills
Preferred Qualifications
- Interest in the Customer Experience (CX) industry
- Understanding of common security concepts and standards (SSO, SAML, OAuth, RBAC, etc.)
- Ability to work independently on low to medium complexity assignments
- Passion for helping clients; empathy for their challenges, ability to build relationships and effectively communicate with client stakeholders
- Ability to understand, synthesize, and translate between business problems and technical concepts
- Growth-minded; desire for continuous learning and proactively driving initiatives for improvement
- Thrive in a high-growth, fast-paced environment
- Computer skills, including the ability to articulate complex issues effectively
- Teamwork and desire to contribute towards team development
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 ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.
