Business Analyst

JD for Business Analyst profile:
What is Medallia software
Medallia product is a SaaS (Software as a Service) platform to help companies learn about their customers’ feedback about their products and services. This domain is called CEM (Customer Experience Management). Medallia helps its clients (for example large hotel chain, large telecom companies, banks, car dealerships) to gather feedback from their customers about how their brand is doing. Using Medallia platform, its clients (these large companies) can create and send surveys to gather feedback from their customers through various channels (e.g. email surveys, SMS surveys, IVR surveys, phone surveys, paper surveys) Medallia platform brings survey responses back from all these channels to build reports and dashboards for executives and employees of these companies. Using the business insights from reports & dashboards, Medallia’s clients can then take business decision such as changing a product or a service to exceed customer satisfaction. Medallia platform also allows its clients to directly connect with an individual (end customer) and win him/her back. Medallia platform has many more features and functionality. You can learn more about it on www.Medallia.com
Job Description:
As an analyst, you will first learn a lot about Medallia platform and how to configure/create a solution for its customers through an extensive product training. After that you will work with Medallia project managers and other Medallia team members to build and support our product implementations for large companies. You will utilize your knowledge of technology to think of creative solutions on the Medallia platform.
The Role:
As an Analyst you will be assigned to multiple projects depending on our need, your interests, and expertise. The projects can vary from assisting your team in implementing, maintaining and testing our software for new customers to managing customer accounts post launch.
RESPONSIBILITIES:
• Product Implementation:
o Work with senior team members to carry out customer implementations and program enhancements
o Participate in the implementation design, setup, and review processes
o Identify improvements to our feedback products and processes
o Utilize Client software knowledge for testing customized software solutions
• Client Management:
o Build long-standing customer relationships by improving customer feedback programs
o Provide support to client meetings by leveraging in-depth Medallia system capabilities
o Work with client teams in resolving technical/system related inquiries
o Provide quality assurance support when providing features to clients
o Provide client support when analyzing large sets of data
• Other Responsibilities:
o Develop a thorough understanding of product features that are relevant to each client program
MINIMUM QUALIFICATIONS:
• Excellent analytical skills (including Microsoft Excel) and attention to detail
• Strong written, oral communication and presentation skills
• Proven track record of meeting and exceeding goals
• Bachelor’s / Master’s degree in Computer Application
• Knowledge of JavaScript, HTML, CSS, and XML. GUI would be an added advantage
PREFERRED QUALIFICATIONS:
• Experience in management consulting, IT consulting, market research, and/or
enterprise software preferred
• Demonstrated interest in technology
• Experience with client management either in college or at work to facilitate
team work in remote setting