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Partner Delivery Manager

  • Location: San Mateo, CA, USA
  • Team: Growth Strategy
  • Role Type: Full-time -- Individual Contributor Role
Medallia’s mission is simple: to create a world where companies are loved by customers and employees alike. Hundreds of the world’s best-loved brands trust Medallia’s Software-as-a-Service application to help them capture customer feedback everywhere the customer is (on the phone, in store, online, mobile), understand it in real-time, and deliver insights and action everywhere—from the C-suite to the frontline—to improve their performance. Founded in 2001, Medallia is growing quickly with more than 1000 employees globally in Silicon Valley, New York, London, Paris, Sydney, Buenos Aires, Austin, Washington D.C., and Tel Aviv. 
Medallia’s Partner Enablement group is building an extraordinary partner sales and delivery capability to help Medallia continue to deploy its world-class platform at scale. This group will enable partners to be successful in selling and delivering value via Medallia’s software solutions, while Medallia continues to set global CEM and partner delivery standards.
As a Practice Success Lead, you will be responsible for ensuring Partners create well established Medallia Practices that help our customers maximize the value of Medallia’s solution in driving their CX Strategy. In this role, you will need to drive consistency in how Medallia and Partners jointly scope and sell transformational CX programs through the creation of differentiated joint value propositions. In addition, this individual will oversee several Partners’ account portfolios to ensure joint value propositions and services are successfully delivered.

Responsibilities

  • Assist Medallia and Partner sales teams in customizing value proposition that aligns to sales opportunity
  • Assist Joint Sales teams in shaping solution proposals, acting as a coach and counterpart to Partner Practice Lead
  • Educate Medallia Sales teams on Partner capabilities, success stories, and Joint Value Propositions
  • Educate Medallia and Partner stakeholders of joint sales engagement model and operating principles
  • Drive improvements to the overall joint sales engagement model through the learnings from each joint sale
  • Support account portfolio health by identifying practice gaps and developing solutions
  • Collaborate with Partner Practice Leads on incorporating outer-loop learnings to improve the Partner Practice
  • Ensure the Partner and Medallia Expert Services are aligned on how/what to deliver
  • Support Medallia Expert Services escalations on partner-related issues as required
  • Identify and create value-driven case studies and source customer references across your partner portfolio
  • Identify gaps, develop initiatives and execute on projects to improve Medallia’s Partner Enablement process and structure

Minimum Qualifications

  • Bachelor’s Degree
  • Minimum of 5 years of technology consulting, project management, customer management, or similar experience
  • Minimum of 3 years experience in enterprise software, IT consulting, management consulting, or market research
  • Demonstrated track record of developing strong, collaborative relationships, at multiple levels within within organizations
  • Travel requirement of 30% or less

Preferred Qualifications

  • Ability to communicate clearly to both technical and non-technical, internal and external stakeholders
  • Ability to ‘scale’ process improvements and solutions by building upon learnings from your portfolio to contribute to the broader Partner ecosystem
  • Deep understanding of CX program success factors and have experience educating stakeholders accordingly
  • Ability to develop and communicate Professional Services solutions that deliver value; you maintain a good understanding of commercial elements of a Professional Services proposal and delivery
  • “Audible-ready” in speaking to the joint Medallia-Partner value proposition and how the synergy between the two companies produces the 1+1 = 3 story
  • An entrepreneurial streak that translates to creativity and “outside the box” thinking
  • Comfortable navigating new situations and ambiguity with poise; you enjoy converting new challenges into opportunities for Medallia and take the initiative in building something great
  • A knack for problem solving and can easily explain complex challenges in simple and concise ways
At Medallia, we don’t just accept difference – we celebrate it 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. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t unlawfully discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other category protected by law.

Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and state disability laws.