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Professional Services Analyst

  • Location: Sydney, Australia
  • Team: Professional Services
  • 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 is the global leader in Customer Experience Management. Our mission is to create a world where companies are loved by their customers; where organizations see you as a person and not just their next sale. We do this by building a bridge between hundreds of companies and billions of customers, around the world, enabling access to your eyes, ears, and hearts, so they may design and deliver extraordinary experiences, every single day.
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 member of the team, you will partner with senior decision makers at admired brands on a mission critical task—helping companies improve in the eyes of their ultimate judges: customers. You work with cutting-edge technology and tackle real business problems. You gain exposure to a wide range of industries and work with great colleagues.  Most importantly, you get to build: build a great company, build awesome relationships and programs with our customers, build lifelong friendships, and build a new industry.
THE ROLE:
As an Analyst you will be assigned to multiple projects and accounts depending on our need and your interests and expertise. The assignments vary from designing and implementing our software for new customers to enhancing and managing live customer accounts.
Product Implementation:
Work with senior team members to carry out customer implementations and program enhancements
Participate in the implementation design, setup, and review processes
Identify improvements to our feedback products and processes
Utilize Medallia software knowledge to configure surveys and reports
Client Management:
Build long-standing customer relationships by improving customer feedback programs
Provide support to client meetings by leveraging in-depth Medallia system capabilities
Work with client teams in resolving technical/system related inquiries
Provide quality assurance support when providing features to clients
Provide client support when analyzing large sets of data
Other Responsibilities:
Engage in new product launches and other cross-functional initiatives with Engineering and Marketing
Develop a thorough understanding of product features that are relevant to each client program
You gain exposure to a wide range of industries and work with great colleagues. You will develop a customer-first mindset, learn about how to position compelling product features to customers, and manage our product to deliver to customer needs.  Most importantly, you get to build: build a great company, build awesome relationships and programs with our customers, build lifelong friendships, and build a new industry.

Minimum Qualifications:

  • 1 + years of experience successfully managing and retaining clients while leveraging software
  • Education: BA/BS, with evidence of technical experience or equivalent relevant experience.

Preferred Qualifications:

  • Lightning-fast learner and great problem-solver 
  • Experience working in one of the following industries: Software, Hospitality, Financial Services, Automotive, B2B, and/or Retail.
  • Advanced degree is a plus

Top candidates:

  • Aspire to make our world-class clients (Four Seasons, Sephora, Mercedes, etc.) as customer-centric as your local coffee joint
  • Get energized by working with a team to creatively build on each other’s expertise
  • May be fluent in Spanish and excited by the prospect of working with our Spanish-speaking clients, both in the US and in Latin America. 
  • Love technical problem-solving and are passionate about learning and stretching yourself, from picking up JavaScript and XML to honing your client-facing skills
  • Can’t wait to become an expert on our industry-leading product and leverage this knowledge to maximize Medallia’s value for clients
  • Have fantastic attention to detail, and excellent analytical and communication skills

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.