Medallia · 14 hours ago
CX Advisory, Senior Manager
United States
Full-time
Remote
Senior Level
$101K/yr - $156K/yr
6+ years exp
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Responsibilities
Provide our clients with guidance and hands-on support during the implementation, launch, and ongoing management of their CX programs leveraging your CX expertise.
Utilize Medallia and industry methodologies to develop CX programs that achieve desired business objectives across all channels including contact center, digital, location-based, etc.
Execute a variety of engagements for clients including Program Design (Survey, Reporting, Text Analytics), Program Assessments, CX Maturity Assessments, Change Management, Program Governance, Closed Loop Feedback Design, Internal Communications, Training, etc.
Support clients in a variety of formats including: ad hoc support for the client on specific CX topics or support for key meetings such as Quarterly Business Reviews, execution of custom projects, workshops, training, and dedicated engagements providing significant ongoing support to a client.
Interface with key client stakeholders/executives and effectively influence them to shape their CX program and executive sponsorship.
Deliver consultative recommendations to clients by drawing from information captured via their Medallia program, prior experience and knowledge of critical processes, and industry acumen.
Contribute to the development of standardized CXA offerings for use across the team.
Develop best practices to help drive successful program development across clients within specific verticals.
Enable internal teams to develop CX expertise within Medallia.
Support Medallia thought leadership by contributing to articles, webinars, roundtables, conferences, etc.
Qualification
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Required
6+ years of CX experience with increasing responsibility in a delivery or practitioner role building and leading transformational CX programs
CCXP certification or the ability to become certified within 3-6 months of joining Medallia
Expertise across several CX functions in areas such as Program Design (Survey, Reporting, Text Analytics), Adoption and Engagement, Communication Strategy, Training, Actionable Insights, Customer Journey Mapping, Executive Reporting, Change Management, Inner and Outer Loop Development, etc.
Preferred
Ability to independently work and facilitate client engagements based on your CX and vertical expertise
Experience facilitating and delivering workshops, presentations, etc. across a wide range of stakeholders
Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations
Ability to work creatively and analytically to solve problems
Strong familiarity with CX Technology platforms like Medallia and others
Willingness to travel, to be determined by client needs and individual’s geographic location and abilities
Benefits
Medical
Dental
Vision
401(k)
Short term and long term disability
Life and AD&D insurance
Statutory leaves
Paid parental leave
Paid holidays
Company
Medallia
Medallia provides SaaS platform focused on customer experience management.
1,001-5,000 employees
H1B Sponsorship
Medallia has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (33)
2022 (56)
2021 (47)
2020 (58)
Funding
Current Stage
Public CompanyTotal Funding
$325MKey Investors
Ankona Capital PartnersSequoia Capital
2021-07-26Acquired· by Thoma Bravo ($6.4B)
2019-07-18IPO· nyse:MDLA
2019-02-28Series F· $70M
Leadership Team
Eli Portnoy
SVP and GM
Rajendran Nair
Vice President Product Marketing
Recent News
2024-11-07
2024-05-23
Company data provided by crunchbase
