Solutions Architecture Manager, Medallia

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

Desirable

• 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
• 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