33 Medallia Jobs - Page 2

Job Summary Salesforce CRM Salesforce Pardot Cvent knowledge of REST API batch integration real time integration. Techinical solutioning. Good to have exposure to other Marketing & Other automation platform. Responsibilities Managing end to end operation in/and delivery for various BAU/enhancement/new Projects under MoFu track- Global Campaign management Global Client experience M&A integration with Marketing Automation platform-Pardot & Winzone. Owning and driving the requirement sessions with business team from scoping to implementation of new platform integration. Techincal solutioning collaborate with multiple stakeholders - 3rd party vendor Corporate security procurement Delivery execellece Winzone Sales Marketing to ensure smooth platform integration/implementation & support. Having experience in some of the Integration experience in Salesforce CRM Pardot with third party SaaS platform like 6sense Cvent Medallia will be a plus. Tracking teams timesheets on time approvals team allocations work with finance team to maintain budget weekly/monthly governance meeting with key stakeholders. Show more Show less

Customer Success Management is a team that focuses on the customer experience with the goal of maximizing adoption, expansion and renewals of Annual Recurring Revenue (ARR). CSM Leader for Gr. India is responsible for leading the team of regional CSM’s ensuring perpetual engagement between Schnieder Electric and its customers through specifically trained professionals. This team is responsible to lead and maintain the ongoing client relationships for recurring services, organize and manage recurring communication of client performance, ensure our internal commitments are delivered with excellence, that the customer outcomes are achieved, and promote/support additional value from our extensive line of solutions. Customer Success Management team assist and manage the client relationship through each of the lifecycle stages of Adopt, Expand and Renew. Help clients achieve faster time to value through onboarding and usage training, explore opportunities to expand existing and leverage other services, contribute to sales with upsell opportunities and minimize churn. Improve customer experience through ensuring that product support and customer complaints are handled in a timely manner. Overall, CSM Leader is accountable for driving the on-time renewal of assigned contracts, continuously guiding the team throughout L.A.E.R (Land, Adopt, Expansion, Renew) stage in customer success journey, performance management and taking up strategic initiatives to further enhance the productivity of the team. Major KPI's and areas of responsibilities of CSM Leader includes – ONTIME Renewal Rate –: >80% renewal rate for Digital, EcoCare (ED and E3S), recurring contracts under CSM coverage, CSM Coverage –: Ensure > 50% coverage of ARR by the CSM on blended portfolio i.e. PS + PP + SPC (EcoCare, Digital, Non-Digital) contracts, Expansion Opportunities –: 300 MINR lead gen by the CSM team covering upselling and cross selling opportunities with recurring customers, CSM Engagements –: Ensure >80% CSM interactions are scheduled and performed on monthly basis (as per Country’s communication framework), Customer Adoption –: 100% Success Plan Canva for High Touch Contracts in Totango, regular review with the customers during contract duration, 80% Onboarding within 30 days (after provisioning), >90% Onboarding within 21 days for ECR non concurrent orders (after CVCP), Customer Satisfaction –: >90% Health Score on Portfolio (Totango), >80% Onboarding & Overall NSS (to gauge customer satisfaction during periodic connects). F2F meetings feedback to be collected on Medallia Living Lens (Voice + Text). Process improvement & governance –: Regular update of Platforming and sizing tool, Weekly cadence with CSM’s, Service Planner, Monthly Service Operations review with BUVP, Director Operations, Driving SCALE call, and active participation on EcoCare war-room (BRF as well as GRF), Global CSH review calls. Main interactions – Sales (VSSR/ OSSR) closes the deal and hands off to Customer Success in the LAND phase, FS, IOT integration Mgr and Connected Service Hub (CSH) support in the Set-up and Onboarding the customers in the ADOPT phase, Sales receives the opportunities detected by CSMs and regular cadence to ensure timely quote submission, involving BD and Offer marketing to upsell/ cross sell in the EXPAND phase. Customer engagements to ensure retention, Sales (VSSR) supports in the RENEW stage depending on customer needs and complexity. Qualifications – Bachelor of Engineering degree, MBA preferred with 15 – 18 yrs of experience across diverse business functions i.e. Sales, Operations, Key Account Management/ Customer Success role. Knowledge of the large and critical electro-intensive industry, EcoStruxure, IoT or Cloud understanding and a proven track record of generating or leading related opportunities Proficient computer experience in Microsoft Office Products + Salesforce. Prior experience of utilizing EAA, ETE dashboard will be an added advantage, Dynamic & entrepreneur Deep passion for making others successful Excellent analytical skills and attention to detail. High commitment to the company’s vision and values. Excellent communication skills both verbal and written. Effective working in cross function team environment. Customer oriented Qualifications Customer Success Management is a team that focuses on the customer experience with the goal of maximizing adoption, expansion and renewals of Annual Recurring Revenue (ARR). CSM Leader for Gr. India is responsible for leading the team of regional CSM’s ensuring perpetual engagement between Schnieder Electric and its customers through specifically trained professionals. This team is responsible to lead and maintain the ongoing client relationships for recurring services, organize and manage recurring communication of client performance, ensure our internal commitments are delivered with excellence, that the customer outcomes are achieved, and promote/support additional value from our extensive line of solutions. Customer Success Management team assist and manage the client relationship through each of the lifecycle stages of Adopt, Expand and Renew. Help clients achieve faster time to value through onboarding and usage training, explore opportunities to expand existing and leverage other services, contribute to sales with upsell opportunities and minimize churn. Improve customer experience through ensuring that product support and customer complaints are handled in a timely manner. Overall, CSM Leader is accountable for driving the on-time renewal of assigned contracts, continuously guiding the team throughout L.A.E.R (Land, Adopt, Expansion, Renew) stage in customer success journey, performance management and taking up strategic initiatives to further enhance the productivity of the team. Major KPI's and areas of responsibilities of CSM Leader includes – ONTIME Renewal Rate –: >80% renewal rate for Digital, EcoCare (ED and E3S), recurring contracts under CSM coverage, CSM Coverage –: Ensure > 50% coverage of ARR by the CSM on blended portfolio i.e. PS + PP + SPC (EcoCare, Digital, Non-Digital) contracts, Expansion Opportunities –: 300 MINR lead gen by the CSM team covering upselling and cross selling opportunities with recurring customers, CSM Engagements –: Ensure >80% CSM interactions are scheduled and performed on monthly basis (as per Country’s communication framework), Customer Adoption –: 100% Success Plan Canva for High Touch Contracts in Totango, regular review with the customers during contract duration, 80% Onboarding within 30 days (after provisioning), >90% Onboarding within 21 days for ECR non concurrent orders (after CVCP), Customer Satisfaction –: >90% Health Score on Portfolio (Totango), >80% Onboarding & Overall NSS (to gauge customer satisfaction during periodic connects). F2F meetings feedback to be collected on Medallia Living Lens (Voice + Text). Process improvement & governance –: Regular update of Platforming and sizing tool, Weekly cadence with CSM’s, Service Planner, Monthly Service Operations review with BUVP, Director Operations, Driving SCALE call, and active participation on EcoCare war-room (BRF as well as GRF), Global CSH review calls. Main interactions – Sales (VSSR/ OSSR) closes the deal and hands off to Customer Success in the LAND phase, FS, IOT integration Mgr and Connected Service Hub (CSH) support in the Set-up and Onboarding the customers in the ADOPT phase, Sales receives the opportunities detected by CSMs and regular cadence to ensure timely quote submission, involving BD and Offer marketing to upsell/ cross sell in the EXPAND phase. Customer engagements to ensure retention, Sales (VSSR) supports in the RENEW stage depending on customer needs and complexity. Qualifications – Bachelor of Engineering degree, MBA preferred with 15 – 18 yrs of experience across diverse business functions i.e. Sales, Operations, Key Account Management/ Customer Success role. Knowledge of the large and critical electro-intensive industry, EcoStruxure, IoT or Cloud understanding and a proven track record of generating or leading related opportunities Proficient computer experience in Microsoft Office Products + Salesforce. Prior experience of utilizing EAA, ETE dashboard will be an added advantage, Dynamic & entrepreneur Deep passion for making others successful Excellent analytical skills and attention to detail. High commitment to the company’s vision and values. Excellent communication skills both verbal and written. Effective working in cross function team environment. Customer oriented Primary Location : IN-Haryana-Gurgaon Schedule : Full-time Unposting Date : Ongoing

We are seeking a Customer Experience (CX) Research Specialist to join our dynamic Innovation Studio. In this role, you will serve as the right-hand to the Experience Strategist, delivering research, insights, and curated inspiration that drive customer-centric innovation. You’ll combine research rigor with creativity, helping uncover customer needs, market opportunities, and experience best practices across industries such as Telecom, B2B, and MarTech. Responsibilities Research and DiscoveryConduct qualitative and quantitative research to understand customer behaviors, needs, motivations, and pain points.Perform competitor and market landscape analyses with a focus on Telecom, B2B, and Marketing Technology industries.Support primary research activities, including survey design, customer interviews, and usability testing.Insights Curation and AnalysisCurate relevant case studies, customer journey maps, industry reports, and customer experience benchmarks.Analyze research findings to extract actionable insights and strategic recommendations.Prepare research briefs, trend reports, and insight summaries for use by the Experience Strategist and broader studio team.Strategic SupportAssist in designing and preparing workshop materials, innovation frameworks, and ideation session inputs.Collaborate with the Experience Strategist to translate research into opportunity areas and CX strategies.Help visualize insights through charts, infographics, and storytelling formats to enhance strategic presentations.Operational Excellence Maintain an organized and up-to-date research and inspiration library for the studio. Track and manage research project timelines and deliverables to ensure alignment with broader strategic initiatives. Qualifications 5+ years of experience in research, insights, customer experience, UX research, Design, or related fields.Strong skills in qualitative and quantitative research methodologies.Comfortable gathering, analyzing, and synthesizing large amounts of data into clear narratives.Familiarity with customer journey mapping, persona development, and experience frameworks.Experience using research and insights tools such as:Survey and feedback platforms (e.g., Qualtrics, Medallia, SurveyMonkey)Journey orchestration and CX platforms (e.g., Salesforce, Adobe Experience Cloud, Genesys)Analysis and visualization tools (e.g., Excel, Tableau, Adobe, Power BI, Airtable)Collaboration and documentation tools (e.g., Miro, Confluence)Excellent written, visual, and verbal communication skills.Highly organized, proactive, and passionate about delivering exceptional customer experiences. Preferred Industry experience or familiarity with Telecom, B2B business models, or the MarTech ecosystem.Background in CX, Design, Innovation Strategy, or UX Research.Familiarity with design thinking, agile methodologies, or human-centered design processes.Ability to work in a fast-paced, ambiguous environment and manage multiple priorities.

When you join Verizon You want more out of a career. A place to share your ideas freely — even if they’re daring or different. Where the true you can learn, grow, and thrive. At Verizon, we power and empower how people live, work and play by connecting them to what brings them joy. We do what we love — driving innovation, creativity, and impact in the world. Our V Team is a community of people who anticipate, lead, and believe that listening is where learning begins. In crisis and in celebration, we come together — lifting our communities and building trust in how we show up, everywhere & always. Want in? Join the #VTeamLife. What You’ll Be Doing… The Billing ,Payments and Finance Experience organization is building business enablers for all customer touch points to deliver improved customer experience. This role will be key in supporting this transformation by driving exceptional customer experiences.In this role you will work closely with stakeholders and other hardworking professionals to research, ideate and define experiences. You will be a proactive, great collaborator, and contribute to the strategic direction and execution of seamless customer experience. Our VCG priority is Customer loyalty and Competitive edge. We are passionate about delivering assisted and delightful digital-first experiences to our customers across their Billing , Payments, Receipts lifecycle. Assist in identifying and supporting new business and organic growth opportunities.Collaborate with the Senior Managers and Product Owners to support stakeholder management and project execution. Assist in developing estimates and scopes for deliverables, engaging across disciplines as needed.Assist with creative brief development, execution, and follow-up.Monitoring and forecasting customer experience trends and impacts by doing a market study and research across industry to bring insights on new customer experience trends.Consume CMIS reports, Voice of customers reports, Medallia reports and work on customer experience improvement.Create and compare customer journey maps for the relevant experience flows.Bringing in new design thinking and innovative ideas to enhance customer experience.Contribute to the optimization and improvement of Billing , Payments , and Finance (BPF) agent experiences, ensuring seamless customer interactions.Support initiatives aimed at improving overall customer satisfaction and NPS scores related to BPF experiences.Assist the Associate Director in mentoring and guiding junior team members. What We’re Looking For… You’re curious about new trends and technologies and the game-changing possibilities it creates. You'll research to understand the current state of customer service experiences, learn what they want, and how we can improve. What you build is new but somehow reflects exactly how people prefer to navigate. You understand and balance both the user and the business perspective. You understand and meet the needs of stakeholders and that is your strength while still maintaining your own vision and point of view. Bachelor’s degree and six or more years of work experience.Eight or more years of relevant work experience.Two or more years of experience with project/product/account management in an agency or corporate marketing setting.Proficiency in GSuite applications and Jira.Design experience in Customer facing applications/products.Experience in NPS tracking and improvements.Experience in Design Thinking concepts. Even better if you have one or more of the following: Strong communication and stakeholder management skills.A degree in design or Master's degree in Computer Science or Masters Degree in Business Administration or relevant.Strong knowledge of industry wide best practices when it comes to customer experience.A strong sense of style with impeccable design fundamentals.Ability to manage multiple priorities in a fast-paced environment.Excellent communication and presentation skills.Strong team player with a collaborative approach.Experience working in an Agile environment. Where you’ll be working In this hybrid role, you'll have a defined work location that includes work from home and assigned office days set by your manager. Scheduled Weekly Hours 40 Equal Employment Opportunity Verizon is an equal opportunity employer. We evaluate qualified applicants without regard to race, gender, disability or any other legally protected characteristics.

VOC: Voice of Customer Must skill : Medallia, OR Quantum Metrics, OR VertInt, along with user story EXP: 2 to 6years Loc : Chennai Candidate needs to have: Bachelors degree or three or more years of work experience. Two or more years of relevant work experience. Experience working in improving customer experience. Experience working in the Voice of customer program. Ability to access information (complex and somewhat technical) and present ideas simply and effectively to various stakeholders and customers Hands on experience working in Medallia, Quantum Metrics, VertInt The ability to advocate on behalf of the customer. Excellent interpersonal communication, presentation, and writing skills, conflict management, negotiation, decision making, organizational and problem solving. Ability to work independently and prioritize work assignments, based on changing business needs. Self-motivated with the ability to work independently in a fast paced and rapidly evolving environment and make strong, sound decisions with minimal supervision Results-oriented, strong sense of urgency, proactive and flexible Even better if candidate has one or more of the following: A degree in Computer Science or a similar discipline. Two or more years of experience as a Business Analyst or Associate Product Owner in a technical environment creating superior user experiences for Mobile and Web-based products. Experience writing user stories and documenting requirements. Ability to manage feedback from multiple stakeholders and drive to consensus Experience with Agile/Lean methodologies. Excellent project Management skill Thanks Yakesh yakesh.kanna@incedoinc.com

Required Skills 5-10+ years of relevant experience in industry-level quantitative UX or marketing research. Masters or PhD degree in HCI, Cognitive Science, Statistics, Human Factors, Data Sciences, or a related field. Proficiency in experimental design, research methodology, and statistical analysis. Fluency in quantitative research with familiarity in qualitative research. Expertise in descriptive, inferential, and multivariate statistics (e.g., t-test, ANOVA, factor analysis, cluster analysis). Experience in programming languages for data manipulation and computational statistics (e.g., Python, R, MATLAB). Ability to interpret and visualize research data, translating it into actionable insights. Strong presentation skills for various audiences, including executive leadership. Excellent interpersonal and collaborative skills to foster idea-sharing and knowledge transfer. Exceptional written and verbal communication skills. Client management and project management skills. Comfortable working with distributed teams across the globe and multiple time zones. Familiarity with industry-standard research software, tools, and platforms. Valued Skills Experience with survey tools (e.g., Qualtrics, Medallia) and UX measurement calculations (e.g., SUS, UM-UX Lite, NPS). Background working with product managers and engineering teams. Knowledge or experience in data science, predictive analytics, machine learning, business intelligence, or product analytics. Understanding of the product process and software development.

Required Skills 5-10+ years of relevant experience in industry-level quantitative UX or marketing research. Masters or PhD degree in HCI, Cognitive Science, Statistics, Human Factors, Data Sciences, or a related field. Proficiency in experimental design, research methodology, and statistical analysis. Fluency in quantitative research with familiarity in qualitative research. Expertise in descriptive, inferential, and multivariate statistics (e.g., t-test, ANOVA, factor analysis, cluster analysis). Experience in programming languages for data manipulation and computational statistics (e.g., Python, R, MATLAB). Ability to interpret and visualize research data, translating it into actionable insights. Strong presentation skills for various audiences, including executive leadership. Excellent interpersonal and collaborative skills to foster idea-sharing and knowledge transfer. Exceptional written and verbal communication skills. Client management and project management skills. Comfortable working with distributed teams across the globe and multiple time zones. Familiarity with industry-standard research software, tools, and platforms. Valued Skills Experience with survey tools (e.g., Qualtrics, Medallia) and UX measurement calculations (e.g., SUS, UM-UX Lite, NPS). Background working with product managers and engineering teams. Knowledge or experience in data science, predictive analytics, machine learning, business intelligence, or product analytics. Understanding of the product process and software development.

VOC: Voice of Customer Must skill : Medallia, OR Quantum Metrics, OR Verint, along with user story EXP: 2 to 6years Loc : Chennai or Hyderabad Candidate needs to have: Bachelors degree or three or more years of work experience. Two or more years of relevant work experience. Experience working in improving customer experience. Experience working in the Voice of customer program. Ability to access information (complex and somewhat technical) and present ideas simply and effectively to various stakeholders and customers Hands on experience working in Medallia, Quantum Metrics, VertInt The ability to advocate on behalf of the customer. Excellent interpersonal communication, presentation, and writing skills, conflict management, negotiation, decision making, organizational and problem solving. Ability to work independently and prioritize work assignments, based on changing business needs. Self-motivated with the ability to work independently in a fast paced and rapidly evolving environment and make strong, sound decisions with minimal supervision Results-oriented, strong sense of urgency, proactive and flexible Even better if candidate has one or more of the following: A degree in Computer Science or a similar discipline. Two or more years of experience as a Business Analyst or Associate Product Owner in a technical environment creating superior user experiences for Mobile and Web-based products. Experience writing user stories and documenting requirements. Ability to manage feedback from multiple stakeholders and drive to consensus Experience with Agile/Lean methodologies. Excellent project Management skills Thanks Yakesh Kanna yakesh.kanna@incedoinc.com