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Medallia

Offers customer experience management software.

VoE Program Manager
Palo Alto, CA, US
Job Description / Skills Required

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 Role

The Employee Practice at Medallia is small, growing fast, and integral to the success of our and our clients’ success. The Voice of Employee Program Manager would primarily be responsible for two things: 1) Working directly with our clients on developing and implementing their Employee Programs, and 2) Developing Medallia’s methodology, approach and IP around VOE. This person will use their extensive experience with EX / EE / VOE to inform and guide Medallia’s thought leadership, program delivery and product roadmap. Through effective project management, creative problem solving and skilled relationship development (both cross-functionally and with clients) the VOE Program Manager will be at the epicenter of the fast-growing Employee Practice. This role is an ideal opportunity for someone who is looking for an entrepreneurial position within a stable environment, has a strong passion for and depth of knowledge in employee engagement and employee feedback programs, and demonstrates finesse in solving both internal and external business challenges in a hi-tech environment.
Key Responsibilities

Advise Medallia’s Professional Services teams to design, develop, plan and execute on employee programs that drive optimum value for our clients and are rooted in a deep understanding of their business goals, best practices in Employee Programs, and the Medallia software tool’s features and functionality
Interface and coordinate with such cross-functional Medallia resources as Product, Marketing, Research, Insights and others, to drive Employee Practice forward
Responsible for the institutionalization of Employee Practice - tracks live programs, documents new and emerging practices
Develop and maintain a deep understanding of customers" business drivers and program goals, and steer program activities – from enhancements to data analyses – to align with those drivers and goals
Build and maintain multi-level client stakeholder relationships to continuously link Medallia’s results to our clients’ KPIs
About You

You are relentlessly customer-oriented, and have an innate understanding of the tenets of good client service
You have 8-12 years of work experience, with prior role(s) in customer relationship management, strategic program management, consulting, sales/business development, account management, and/or project management in a business-to-business environment
You bring 3-5 years’ experience in the Employee Feedback or Employee Engagement space
You have a strong passion for the Employee Experience and how it can enhance or diminish the health of a company
You have a track record of success in building customer relationships at multiple levels of a client’s organization, from day-to-day project managers to senior stakeholders
You are comfortable under pressure and are adept at creative problem solving, setting and maintaining appropriate expectations, and communicating complex concepts
You have a drive for excellent work that fuels your passion to deliver only the highest quality outcomes in a fast-paced, high-volume environment
You have experience working in enterprise or SaaS professional services, and/or you embrace opportunities to learn new technical concepts, and/or you have a passion for software/IT
You are able to travel up to 25%
You are psyched to join a company at a thrilling stage of growth, with an exceptional customer list and an impressive set of investors!
Education: BA/BS from a top-tier institution, with evidence of strong intellect and penchant for technical concepts. Advanced degree a plus.