Technical Consultant

Your Role

As a Technical Consultant, you will own the end-to-end technical delivery and full managed service for our largest client accounts across the entire Medallia product suite (including Digital, DXA and Speech). You will take full accountability for programme architecture and act as a strategic partner, translating business objectives into technical solutions that reduce risk and maximise client value.

This role requires strong technical leadership and the ability to build trusted relationships with senior client stakeholders, even under pressure. You will manage clear client communication, proactively identify risks and expansion opportunities, own QA for your work stack, and keep programme documentation up to date, all while managing workload and development across the wider team.

Responsibilities

• Lead technical implementation and own full managed services for large client accounts across the entire Medallia product suite (including Digital, DXA, Speech), taking full accountability for internal deliverables and timelines.
• Take full accountability for programme architecture, designing solutions with strong technical foundations that reduce risk. Identify technical debt early and put a migration plan in place where needed.
• Delegate complete projects and workstreams to the broader team, managing workload and timelines while upskilling team members.
• Manage clear, proactive client communication, including emails and task trackers, responding promptly and effectively to build strong, lasting client relationships.
• Proactively identify risks and opportunities for customers to optimise outcomes, and convert the right opportunities into account expansion.
• Ensure customers are fully utilising the relevant Medallia product suite, including running internal knowledge-sharing sessions to build product knowledge across the team.
• Own QA for the full work stack and keep programme documentation up to date.
• Contribute to innovation in internal processes and procedures, improving service delivery and customer satisfaction.

Essential Skills and Experience

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.
• 5+ years of experience implementing and managing the Medallia platform, with exposure across multiple product suites (Digital, DXA, Speech).
• Strong exposure to common web technologies, such as JavaScript, XML, HTML, and CSS, and integration technologies/protocols (APIs, REST, HTTP, SFTP, etc.).
• Strong problem-solving and analytical skills, with excellent attention to detail and sound architectural judgement.
• Fully professional fluency in English.

Top Candidates

• Have hands-on experience managing and developing a team, comfortable balancing workload across a group while upskilling others.
• Take full ownership of complex, multi-product technical programmes and enjoy being accountable for their architecture end-to-end.
• Build lasting, trusted relationships with senior client stakeholders and know how to turn technical delivery into tangible business value.
• Spot risk early and think several steps ahead, whether that's technical debt or an account that needs a rescue plan.
• Experience working with Zendesk, Salesforce and ServiceNow