Solutions Architecture, Manager

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Overview

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.

We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success.

We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.

At Medallia, we hire the whole person.

THE FUNCTION:

The Professional Services team deploys and manages the Medallia feedback platform for leading global companies across retail, financial services, hospitality, high tech, and other industries. As a Solutions Architect, you will be responsible for bringing a deep knowledge of Medallia's product and business and a strong technical aptitude to the design of Medallia's most challenging programs. You will work with cutting-edge technology, and tackle real business problems with senior decision makers at admired brands. You will gain exposure to a wide range of industries and work with great colleagues, as you position yourself for many career options, not only in Customer Solutions but also in Product, Marketing, Sales, and Consulting. Mainly, you get to build: build improvement for our customers, build Medallia's best thinking on our Customer Experience Management (CEM) platform, and build a great company leading a new industry.

THE ROLE:

As a Solutions Architecture Senior Manager, you'll own and oversee the design of Medallia's Customer Experience Management (CEM) solutions within a region and/or functional area of our platform. You'll support the ongoing development and success of Medallia's client platforms, and will be responsible for the technical health of a portfolio of programs. You'll also provide leadership and mentoring to other members of the Solutions Architecture and Customer Solutions teams.

This is the ideal opportunity for someone with a background in technology and an analytical mind, who is excited to tackle new challenges, question the status quo, provide thought leadership, and who is driven to find solutions that delight clients and colleagues.

Responsibilities

Regional ownership:

• Coordinate with regional directors and tech track leads on overall health of the portfolio of accounts
• Review upcoming and ongoing projects to advise on scoping, staffing and risks
• Act as point of escalation for delivery teams
• Run delivery assurance for all ongoing projects in the region to ensure projects are delivered according to Medallia's best practices.
• Identify upsell and expansion opportunities using deep knowledge of Medallia's offerings and products.

Functional area expertise & ownership:

• Act as the EMEA expert and point of contact for a product (e.g. Reporting, Contact Center etc.) or vertical area (e.g. Employee Experience).
• Develop expertise in owned functional areas and keep abreast of new developments
• Engage cross-functionally with Product, Engineering, Sales, to define and implement best practices
• Pioneer and champion new features and functionality for Medallia's CEM platform

Support deployment and evolution of Medallia solutions:

• Provide direction and advising on the architecture, quality, and sustainability of Medallia's most complex and strategic programs
• Support roadmap planning for clients
• Ensure internal processes are followed (e.g. scale assessments for large deployments)
• Develop deep expertise on Medallia's technology and CEM best practices

Mentorship and guidance:

• Mentor and coach Customer Solutions teams in solving our customers' most complex technical challenges
• Provide thought leadership to fellow Medallians and our customers on CEM platform design
• Mentor and coach Solutions Architects on vertical / functional area best practices
• Actively establish and build positive relationships with Medallia colleagues

Solutions and company initiatives:

• Play a leading role in developing the Solutions group and Medallia as we scale, including processes and technology
• Live the Medallia culture and values and recruit and develop others who espouse the same values
• Work on cross-functional initiatives, laying the groundwork for Medallia's continued growth

Qualifications

Minimum Qualifications

• 7+ years experience in enterprise software, management or IT consulting, project management, customer management, market research, or similar experience

Preferred Qualifications

• Demonstrated interest in technology, including comfort with technical concepts and self-guided learning
• Solution oriented; passion for creative problem solving, comfortable tackling new and undefined problem spaces
• Growth-minded; desire for continuous learning and proactively driving initiatives for improvement
• Ability to understand, synthesize, and translate between complex business problems and technical concepts
• Passion for helping clients and colleagues; empathy for their challenges; ability to build relationships and effectively communicate with client executives
• Love mentoring, coaching, and practicing servant leadership; have experience managing people and/or leading teams
• Thrive in a high-growth, fast-paced environment
• Bachelor's degree in quantitative/analytical degree preferred, such as engineering, computer science, statistics, or economics

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.