EdmondRecruiter Since 2001
the smart solution for Edmond jobs

Senior Manager Product Support Expert (EMEA Lead)

Company: Medallia
Location: Prague
Posted on: April 5, 2021

Job Description:

Senior Manager Product Support Expert (EMEA Lead)

  • Location: Prague
  • Team: Technical Support
  • Role Type: Full-Time Employee (Manager) Medallia's mission is to help companies win through customer experience. The world's best-loved brands trust Medallia's Experience Cloud---, which embeds the pulse of the customer in an organization and empowers employees with the real-time customer data, insights, and tools they need to make every experience great. Named a leader in the most recent Forrester Wave and ranked in the 2018 Forbes Cloud 100 list, Medallia is growing quickly, with a global footprint that spans Silicon Valley, Austin, New York, Washington DC, London, Paris, Sydney, Buenos Aires, Tel Aviv, and Prague. Here, we value people for each of the aspects that make them whole. We believe that people should not be defined only by a job title-nobody is "just an engineer" or "just a salesperson." We are each partners, parents, children, siblings, friends, and former classmates. We have different backgrounds and we celebrate different cultures. And, just like our product, we honor each of the experiences that build our people. At Medallia we hire the whole person, not just a part of them. As the leader of the EMEA region for Product Support Experts, you will be spearheading operations, coaching, recruiting and strategic initiatives for your regional team of highly technical and experienced Support Experts.-- Your team will provide advanced technical support to Medallia's frontline support team as well as customers, solve complex technical challenges, and lead strategic continuous improvement initiatives across our global Support organization. You will be responsible for ensuring the team maintains exceptional operational standards with regards to achieving business goals and being the de facto owner of unblocking technical customer escalations. You will also be a primary liaison between Technical Support and other cross-functional leadership (especially, R&D) for any critical technical support needs for our customers. Responsibilities:
    • Establish a new talented Product Support Experts group in the region by attracting and hiring top talent to deliver first-class experts support across our global customer base and exceed our customer's expectations
    • Develop world-class support processes that delight our customers. Monitor team performance and successfully implement continuous improvement initiatives
    • Collaborate effectively with the other global support regions to create a highly efficient and scalable global expert support organization
    • Facilitate resolving complex technical issues, help build a comprehensive knowledge base, and develop proactive training resources for our team and users
    • Ensure our team's success in delivering timely escalation resolutions Minimum Qualifications:
      • Bachelor's degree or four years of related work experience
      • 3+ years of experience managing teams
      • 5+ years of experience in customer-focused technical support, customer service or engineering roles Preferred Qualifications:
        • Advanced degree
        • 3+ years of experience leading customer-focused, high performing, technical support teams
        • Strong record of delivering exceptional service and performance levels
        • Experience in evaluating and troubleshooting technical issues and explaining resolutions in a simple way
        • Knowledge around SaaS technologies and platforms
        • Experience with the Medallia platform and Salesforce Service Cloud a plus
        • Excellent verbal and written communication skills in English
        • Team player who can lead and make decisions in difficult and adapting situations
        • Proven record of driving change focused on improving the customer 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.--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.

Keywords: Medallia, Edmond , Senior Manager Product Support Expert (EMEA Lead), Executive , Prague, Oklahoma

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Executive Jobs


Shift Supervisor / Shift Manager
Description: Description br br Pizza Hut Shift Supervisor / Shift Manager br br Working at Pizza Hut is about making hungry people happy. It's about being independent and having fun, making new friends and (more...)
Company: Pizza Hut
Location: Mustang
Posted on: 04/12/2021

Mustang Site Manager for Oklahoma County Senior Nutrition Pr
Description: Mustang Site Manager for Oklahoma County Senior Nutrition Program in OKLAHOMA CITY, Oklahoma - Careers at OKLAHOMA CO NUT PROGRAM 63285 Skip Branding Go to content Go to the main menu Go to search ul (more...)
Company: Regional Recreation Corporation of Wood Buffalo
Location: Oklahoma City
Posted on: 04/12/2021

Regional Sales and Marketing Manager
Description: Job Description Our Rush Integrated Vehicle Modification Group is poised to deliver a broad scope of solutions through offering an integrated approach in partnership with our specialized network of commercial (more...)
Company: Rush Enterprises Inc.
Location: Oklahoma City
Posted on: 04/12/2021


Director, Telehealth Services
Description: ul li Develop telehealth strategy and lead relevant health plan executive directors' participation in telehealth activities br li Design, introduce and oversee all telehealth services and programs (more...)
Company: Centene Corporation
Location: Oklahoma City
Posted on: 04/12/2021

Account Manager
Description: Our people are the heart of our business. As the world's largest provider of thermal processing services, Bodycote employs thousands of highly skilled staff around the globe, some of the best engineers, (more...)
Company: Bodycote
Location: Oklahoma City
Posted on: 04/12/2021

Manager, Case Management
Description: Position Purpose: Perform duties to conduct and manage the day to day operations of the case management functions communicating with departmental and plan administrative staff to facilitate daily department (more...)
Company: Oklahoma Complete Health
Location: Oklahoma City
Posted on: 04/12/2021

Sales Account Manager- Springfield
Description: Come Join the American Fidelity Family- Family Owned Since 1960 We are seeking an account representative to market our insurance
Company: American Fidelity
Location: Oklahoma City
Posted on: 04/12/2021

Program Manager
Description: ul li Either Oklahoma City, OK or Atlanta, GA, various, Ok, United States li Full-time Company Description Headquartered in Bethesda, Maryland, ISN Corporation is a nationwide provider of specialized (more...)
Company: ISN Corporation
Location: Oklahoma City
Posted on: 04/12/2021

Development Director, Heart Ball
Description: EOE Minorities/Females/Protected Veterans/Disabled All health/medical information on this website has been reviewed and approved by the American Heart Association, based on scientific research and American (more...)
Company: Regional Recreation Corporation of Wood Buffalo
Location: Oklahoma City
Posted on: 04/12/2021

Spa Director
Description: Clicking on the following links will update content below Omni Hotels Resorts is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster and its supplement are available using (more...)
Company: Regional Recreation Corporation of Wood Buffalo
Location: Oklahoma City
Posted on: 04/12/2021

Log In or Create An Account

Get the latest Oklahoma jobs by following @recnetOK on Twitter!

Edmond RSS job feeds