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Senior Program Manager, Professional Services

  • Location: San Mateo, CA, USA
  • Team: Field Operations
  • 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. 
Are you passionate about automating processes, setting up systems that simplify people’s workday, and give leadership insights to business? Medallia Field Business Operations team is looking for an experienced Professional Services Program Manager to join our rapidly growing team. Your key mission is to develop and implement Medallia’s PS Business Systems roadmap and ensure current systems are operating efficiently leveraging your PS business knowledge.
We currently use a combination of OpenAir as our primary PSA tool augmented by Smartsheets, SFDC, and other tools, and are looking for someone who is comfortable with leveraging business systems to solve real world PS operational problems.  
This is a great role for you to bring your experience in PS operations as a framework in understanding what is driving our business, see “under the hood” how we operate, find satisfaction in solving for current gaps, and enjoy working across departments in a company to get stuff done.  Your responsibilities will include assessing PS business requirements (e.g. project coordination, project management, staffing/resource optimization, project billing) against current state and developing a roadmap to close gaps, managing the implementation of the roadmap, and supporting administration of the Business Systems (current and future), and manage vendor relationships with our system providers. You will collaborate closely with PS Leadership, PS Operations, Finance, IT,  and People & Culture to manage day-to-day operations.
Responsibilities:
Develop the PS Business Systems Roadmap – factoring in business requirements, system capabilities and financial constraintsEnsure alignment among executives on the Roadmap and associated Return on Investment by leveraging executive stakeholder skills Project manage the work-streams within the roadmap to successful outcomesOwn the change management for all impacted users / stakeholders associated with the RoadmapBe responsible for system administration (which can include shared workload with other team members and offshore capability)Partner closely with Professional Services Leadership and Delivery Team, Field Operations, Finance and IT to ensure alignment of requirements and cross functional coordinationPartner with IT team to ensure smooth integration of data between PSA and other systems like NetSuite, Salesforce, WorkDay, etc.
Qualifications:
5+ years of experience with PS Business Systems including PS Automation systems such as OpenAir or similar SaaS application5+ years of experience in Professional Services Operations in a fast growing SaaS startupExtensive knowledge of PS business processes for a PS business embedded within a product companyAble to analyze data and communicate the summary of the results, both verbally & written, in a clear and concise wayExcellent presentation and communication skillsSelf starter who excels at multi-tasking with strong ability to prioritize to meet business needs. Able to work independently in a dynamic and fast-paced environmentExceptional problem solving and analytical skills. Experience with identifying process improvements opportunities to increase accuracy and efficiencies Strong interpersonal skills with experience interfacing with sales and strong ability to partner cross functionally to drive decisions and changesTeam player with a positive attitudeResults driven and metrics oriented approach to their workBachelor’s degree in Business or related degree
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.