Technical Account Manager, DXA (London)

Overview

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together.

Bring your whole self.

About This Role:

At Medallia, we don’t just implement software; we transform organizational culture through data. As a Consultant specialised in Digital Experience Analytics, your mission goes beyond technical configuration to become a strategic partner for our clients. Your primary value lies in your ability to interpret the wealth of information captured by Medallia, transforming it into critical insights that guide the client's business decisions and ensure they extract the maximum possible value from our platform.

Responsibilities

• Implementation Lead:
• Lead end to end implementations of Medallia’s Digital Experience Analytics (DXA) software for clients.
• Provide support in client meetings and over email by leveraging in-depth knowledge of Medallia’s platform capabilities.
• Collect customer requirements and create technical specifications.
• Support QA, client UAT, and launch processes.
• Partner with client teams to identify and resolve technical issues/inquiries.
• Strategic Consulting & Insights: Analyze and interpret digital experience data within the platform to identify trends, pain points, and growth opportunities. Present findings through compelling storytelling that drives executive action.
• Maximizing Client ROI: Act as a trusted advisor to ensure the client isn't just "using the tool," but extracting real business value—optimizing processes and improving key performance indicators (KPIs) through the platform.
• Technical & Functional Health Management: Proactively oversee account performance, ensuring the technical solution evolves in lockstep with the client's strategic needs.
• Cross-Functional Collaboration: Work closely with Product and Sales teams to align Medallia’s capabilities with the long-term visions of the world’s most influential brands.
  
  

Qualifications

Minimum Qualifications:

• 2+ years of experience in a client-facing, technical, professional services or closely related role.
• Bachelor’s degree, or equivalent experience, with demonstrated interest in technology, including comfort with technical concepts and self-guided learning.
  
  
  

Preferred Qualifications:

• Experience with:
• Full software lifecycle, from programme design, to build, to UAT, to launch.
• Javascript, HTML, CSS and XML.
• Tag Management Systems.
• A/B testing tools such as Optimizely, VWO and AEP.
• Voice of Customer tools such as Medallia, iperceptions or Trustpilot.
• Analytics solutions such as Google Analytics and Adobe Analytics.
• Data transfer protocols such as SFTP, API, SSH Keys, PGP Keys.
• Analytical Mindset: Proven ability to analyze large volumes of data and synthesize them into clear, actionable recommendations.
• High-Impact Communication: Ability to present insights to senior stakeholders, translating technical complexities into business language.
• Results Orientation: An obsessive focus on client success and platform adoption as a driver of organizational change.
• Growth-minded: desire for continuous learning and proactively driving initiatives for improvement.
  
  

At 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. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.