Analyst and Senior Analyst

The Opportunity

Medallia’s Client Services Analysts are functional experts that are responsible for the execution of Medallia’s best-in-class product software, helping clients achieve operational effectiveness and customer service excellence. With a thorough knowledge of Medallia’s technical capabilities, analysts support the design, analysis, and implementation of Medallia systems while providing recommendations that positively impact the overall client business. Analysts are given every opportunity to hone their client relationship and project management skills with every client engagement.

We are seeking Client Services Analysts/Senior Analysts who are capable of utilizing their passion for creativity while leveraging their critical thinking and analytical skills in providing Medallia clients with a best-in-class product.

Primary Responsibilities:

• Develop long-standing relationships with client organizations
  • Support senior team members on implementations when managing clients
  • Provide support to client meetings by leveraging in-depth Medallia system capabilities
  • Work with client teams in resolving technical / system related inquiries
• Support client implementations/product enhancements
  • Pursue all potential solutions in order to meet client requirements
  • Leverage Medallia resources and product knowledge to determine potential feature capabilities
  • Participate in the implementation design, setup, and review processes
  • Utilize Medallia software knowledge to configure surveys and reports
  • Work with product development and engineering teams to coordinate new feature enhancements
  • Provide quality assurance support when providing features to clients
• Provide analytical support to client programs
  • Provide client support when analyzing large sets of data
  • Develop models to help support data analysis efforts by utilizing relevant tools
• Develop Medallia system expertise to meet client business needs
  • Utilize the Medallia tool to effectively implement specific solutions to meet client requirements
  • Develop a thorough understanding of product features that are relevant to each client program

*Involvement in cross-functional initiatives, i.e. with product, engineering, marketing and sales teams

Experience:

• 0-3 years of Client Services or similar experience
• Experience in management consulting, IT consulting, market research, and/or enterprise software preferred
• Background in Hospitality, Financial Services, B2B, and/or Retail industries a plus
• Proven track record of meeting and exceeding goals

Education:

• Minimum of a BA/BS or higher from top university

Skills:

• We are looking for individuals with exceptional:
  • Analytical skills
  • Interpersonal skills, with ability to work with both technical and business staff
  • Comfort with technical concepts and shows avid interest in learning new technologies
  • Ability to articulate thoughts logically and succinctly in oral and written communication
  • Customer service skills
• Knowledge of statistical software packages (e.g., SPSS) a plus

Personality:

• Self-starter
• Innovative
• Can-do attitude
• Structured thinker
• Highly organized
• Detail oriented
• Results-focused
• Team player
• Sound judgment
• Fast learner
• Adaptable to changing environments

Medallia is a great place to work. The team is both high-performing and collegial resulting in a unique company where employee turnover is low (the management team has been together since inception) and employee satisfaction is high. Compensation is highly competitive.