Training & Certification Manager
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.
The Medallia Training & Certification team’s mission is to enable the acceleration of product-based proficiency through development and delivery of comprehensive training courses, materials, and certification curricula for our delivery-focused Medallians, Partners, and Customers.
As a Training & Certification Manager, you will support the design, development and delivery of content for New Hires onboarding training (Level 1 Certification), partner enablement programs, and Customer online curriculum for self-service capabilities
KEY RESPONSIBILITIES
- Develop and validate product training content, including all hands-on material (lectures, exercises, exams, and live Medallia instances to enable the exercises and exams).
- Provide quality assurance support when implementing new training environments and adding new product features to existing training.
- Collaborate with Product and Engineering to ensure users are successfully enabled to implement new features released by Medallia.
- Assist on the delivery of our current training curriculum for Medallians and Partners and Customers; support virtual content delivery to remote offices.
- Track and monitor curriculum effectiveness to ensure success levels are monitored and adjusted where needed.
- Adapt training content and materials over time to ensure their relevance and usefulness. Collaborate with SMEs to ensure that our product training reflects the latest and greatest of the Medallia product.
ABOUT YOU/CRITICAL COMPETENCIES
- You have a minimum of two years implementing and/or servicing a SaaS product working with complex customers and you thoroughly understand implementation and servicing best practices. Experience working with partners is a plus!
- You are technically skilled and you like to deeply understand how a product is architected and configured. You have a knack for problem solving and are able to easily explain complex challenges in a simple, concise way.
- You have a demonstrated track record for sharing your knowledge of product and methodology with others. You are passionate about the value of hands-on learning and can pull on countless real-life examples to illustrate what working with the a SaaS product is like.
- You have an intrinsic desire to continue learning about client work going on in other departments and at partners to stay current with the latest trends and configurations.
- You have strong detail orientation and reliably deliver high quality work in a timely manner with little oversight.
- You are a self-starter and can figure out a path forward on a complicated project despite not having a precedent.
- 4+ years experience in enterprise software, management or IT consulting, project management, customer management, market research, or similar experience
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.