Director, Strategic Advisor

Remote, United States

Full Time Executive-level / Director
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Medallia Experience Cloud is a customer feedback management software platform that empowers every employee to improve the customer experience.

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Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.  
We are more than a software company. We want to be known as a company that does the right thing, no matter the challenge or controversy. We are committed to creating a culture that values every person and every experience. Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day. The strength of our global workforce is the most significant contributor to our success. 
We believe: Every Experience Matters. Talent is Everywhere. All Belong Here.
At Medallia, we hire the whole person.
The Role:We are seeking a highly-skilled Experience Management professional who is part strategist, part consultant, and part practitioner to support Medallia's premier group of Strategic Clients. You will become a trusted advisor to both clients and internal teams, leveraging a proactive approach to foster cross-functional collaboration, as well as providing strategic guidance and thought leadership. To succeed in this role, you should have a consistent track record of advising senior-level leaders and compelling them to act on your recommendations. You know the path they must take to transform their Customer or Employee Experience because you’ve led similar transformations before. You can naturally lead and influence a diverse group of executives, program managers, strategists, technologists, analysts, and other functions to accelerate time-to-value for clients while navigating their complex organizational structures, go-to-market strategies, and nuanced business and industry priorities. As part of this role, you will facilitate CX maturity assessments, deliver strategic recommendations and collaborate with clients to construct success roadmaps that align to and drive the client's business and experience objectives. You will leverage change management principles in order to guide Medallia Strategic Clients as they foster organizational transformation through their Experience Management efforts.Traditionally, this role requires 25-50% travel which may or may not is applicable in near future given ongoing travel restrictions both for Medallia employees and clients.
Minimum Qualifications:10+ years of professional experience in any of the following: management consulting, business development, strategic sales, continuous improvement, enterprise SaaS, experience management, and/or change managementExperience driving Customer and/or Employee Experience Management initiatives, either client-side or as a trusted adviserExperience in crafting Customer and/or Employee Experience strategies, along with an understanding of both the technologies and change management tactics needed to operationalizeExperience leading enterprise-wide initiatives, providing an understanding of the challenges that accompany organizational transformationStrong executive-level communication skills, with the ability to engage, influence, and encourage senior leadersOutstanding problem solving and analytical skills including a talent for developing hypotheses and synthesizing recommendationsAbility to lead and coordinate cross-functional teamsA high degree of intellectual curiosity and ability to absorb new concepts quicklyDemonstrated thought leadership through publications, public speaking, webinars, etc.High proficiency with PowerPoint or other presentation softwareSix Sigma, CCXP, Change Management Certification a plus
Preferred Qualifications:Take on the role of ‘player/coach’, contributing to the Medallia Strategic Advisory practice by creating and testing various consulting models, providing mentorship and coaching to internal peers, managing advisory projects across product, delivery, and sales/account management teams.Provide client-facing strategic guidance and tailored improvement recommendations, specific to:
 Market trends, industry landscape, and strategic capabilities required for differentiation CX and/or EX strategy imperatives, comparative benchmarks, and best practices Governance and change management assessments, activities, and exercises focused on optimizing experience  outcomes and impact
Create tailored content in support of working sessions, executive discussions, and other advisory deliverablesConstruct and facilitate structured workshops accommodating either in-person and/or virtual working environmentsLeverage creative methods to define and capture client-defined value in order to inform Strategic road mappingEnable sales teams to identify software expansion opportunities by leveraging a variety of value-forward consulting engagementsCollaborate with internal and external stakeholders with an aim of delivering a world-class experience for Medallia Strategic ClientsAt Medallia, we celebrate diversity 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 is afforded to all qualified applicants and employees. We do not 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 protected category. We also consider all qualified applicants regardless of criminal histories, consistent with legal requirements. 
Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and local disability laws. 
For information regarding how Medallia collects and uses personal information, please review our Privacy Policies.
Job perks/benefits: Career development
Job region(s): North America
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