Senior VOC Platform Specialist

SUMMARY

The Senior Voice of the Customer (VoC) Platform Specialist (Medallia) is responsible for working with clients on the technical component of configuration, implementation, and the maintenance of CX (Customer Experience) programs within VoC platforms (Medallia).

This role requires understanding client's objective and experience working as a consultant and technical expert on Medallia's technology solutions according to client needs.

To be successful in this role, you must have strong client management skills, excellent attention to detail and the ability to problem solve in a technical environment.

RESPONSIBILITIES

• Lead the full cycle of development, configuration, implementation of the CX (Customer Experience) programs within Medallia platform, including assessing project timeline and technical feasibility, building dashboard, designing reports, setting up survey distribution and closed-loop ticketing system, building and designing sample files, configuring data stream import and export, setting up Medallia Data Collection engine and alert systems, programming with advanced features like Text Analytics and Statistical Analytics, and integration with third party software and API's.

• Lead the maintenance of the CX programs within Medallia platform, including Certificate/Metadata File updates for Single Sign On, FTP connection updates, Server updates, ongoing assessment of key metrics such as NPS, OSAT, CSAT within dashboards and reporting modules, create technical documentation for all technical work implemented within the Medallia system.

• Participate in client meetings to determine feasibility of client needs and support RFPs.

• Structure training programs in Medallia for clients; Provide technical support, training and create documentation and presentation to internal teams and external clients.

• Participating in platform and process reviews with internal and external groups to ensure new functionalities and feature releases are deployed.

QUALIFICATIONS

• Bachelor's degree in computer science, or an equivalent of education/experience

• 10 years' experience with Voice of the Customer platforms (Medallia)

• 10 years' experience in project management, in enterprise software and/or market research

• 10 years' experience in a client-facing/support role'

• 10 years' experience configuring SaaS software solutions and conducting technical training

• Medallia Product Certification

• Bilingualism (French/English, spoken and written), an strong asset

SKILLS

• Excellent Change and Project Management: Skilled in managing multiple projects and timelines concurrently, executing change requests efficiently and effectively, and maintaining strong organizational skills to ensure smooth project workflows.

• Excellent communication skills: To be able to convey complex ideas to clients in verbal and written form.

• Strong Client Management skill: Adept at understanding client needs, and provide recommendations and solutions based on client requirements.

• Strong problem-solving skill: To be in a solution-oriented mindset, and to assess and identify and resolve within the technical platform framework.

• An innovative mindset: To drive the deployment & development of CX & UX on the VOC platforms and keep abreast of best practices and emerging methodologies.