Senior Manager, Medallia Solution Engineer

$117,300 - $195,500/Yr

Pfizer - New York, NY

Full-time - Senior

New York, NY

Chemical Manufacturing

About the position

At Pfizer, we are dedicated to making medicines and vaccines that change patients' lives, reaching over 780 million patients globally. Pfizer Digital is at the forefront of this mission, leveraging technology and innovation to support our business objectives. The Commercial Creation Center & CDI (C4) team is responsible for building and maintaining the platforms that enable Pfizer Business Units to connect digitally with external customers and collaborate effectively across internal teams. This encompasses all digital products, platforms, services, and experiences aimed at patients, healthcare professionals, payors, pharmacists, and clinical sites. Our focus is on developing advanced cloud-based technology solutions that enhance Pfizer's business performance on a global scale. Within the C4 team, the Patient and Marketplace Corp. Affairs team is tasked with delivering patient-facing digital companions and external marketplace solutions that enhance customer value and simplify specialty pharma services. This ensures that patients can access Pfizer's breakthroughs efficiently. The role of the Senior Manager, Medallia Solution Engineer is pivotal in this context, as it involves designing, implementing, and supporting Medallia's customer experience management software solutions. A deep understanding of Medallia's products, along with strong technical skills to configure and customize the platform, is essential to meet client requirements. As a Solutions Engineer, you will take on a senior technical role, responsible for developing innovative ideas and leading the design and implementation of complex technical solutions across various business units. This position acts as a bridge between business requirements and technical capabilities, translating stakeholder needs into scalable solutions that utilize emerging technologies. You will be expected to provide subject matter expertise, oversee the implementation of digital solutions, ensure compliance with regulations, and collaborate with cross-functional teams to deliver high-quality outcomes.

Responsibilities

• Design and architect technical solutions that address stakeholder needs while adhering to best practices, industry standards, and Pfizer's technology strategies.
• Develop detailed technical specifications, system architectures, and implementation plans for immersive solutions.
• Oversee the implementation of digital solutions by development teams, ensuring adherence to the defined technical architecture and design principles.
• Ensure compliance with relevant regulations, security protocols, and industry best practices related to solution development and deployment.
• Gather and analyze client requirements for Medallia implementations, working closely with the business, project managers, and other stakeholders.
• Design and architect solutions that meet client needs, leveraging Medallia's core platform and integrations with other systems.
• Configure and customize the Medallia platform, including survey design, reporting, dashboards, text analytics, and other features.
• Develop custom integrations and extensions using Medallia's APIs and software development kits (SDKs).
• Provide technical guidance and best practices during implementation projects.
• Conduct user training and knowledge transfer to ensure successful adoption of Medallia solutions.
• Troubleshoot and resolve technical issues, working with Medallia support teams as needed.
• Take a risk-based approach to advance innovative processes and methodologies based on comprehensive business knowledge for evaluation and recommendation of appropriate technologies, platforms, and frameworks.
• Stay up-to-date with the latest advancements in technologies, industry trends, and best practices, and drive the adoption of new solutions and strategies.
• Manage and lead people, technological and financial resources within the Business Unit, leading by influence rather than direct authority.
• Collaborate with the Delivery Lead, Service Owners, stakeholders, and development teams to gather and analyze business requirements.
• Collaborate with cross-functional teams, including the Technical Services Leads and Platform teams, to ensure seamless integration and support for solutions with Pfizer's digital platforms and technologies.
• Use a variety of communication tools and techniques to present complex ideas; anticipate potential objections and influence others.
• Conduct technical design reviews and solution evaluations to ensure alignment with business requirements, technological constraints, and industry best practices.
• Actively share knowledge with multiple functions in Global Business Unit through existing knowledge sharing processes/systems on technical design reviews and solution evaluations.

Requirements

• Bachelor's degree in Computer Science, Software Engineering, or a related technical field.
• 7+ years of extensive experience in solution architecture, technical design, and implementation of complex software systems, with a focus on Medallia Customer Experience.
• Strong understanding of Medallia development technologies, platforms, and frameworks, along with their strengths, limitations, and integration capabilities.
• Strong proficiency in programming languages, development tools, and software engineering practices relevant to the Medallia platform.
• Excellent problem-solving, analytical, and decision-making skills, with the ability to navigate complex technical challenges and trade-offs.
• Strong communication and collaboration skills, with the ability to effectively convey technical concepts to both technical and non-technical audiences.
• Familiarity with agile development methodologies, project management practices, and software development life cycles.
• Passion for exploring emerging technologies and driving innovation in the field of Customer Experience.
• Strong attention to detail and commitment to delivering high-quality, robust, and scalable technical solutions.
• Experience with Agile development & Agile teams.
• Strong communication, presentation, and facilitation skills, with the ability to influence and persuade senior executives and stakeholders.
• Ability to navigate ambiguity, prioritize multiple tasks, and adapt to changing requirements and environments.
• Experience with Medallia or other experience management platforms.
• Experience with DXA preferred.

Nice-to-haves

• Medallia Certification (e.g. Admin, Customer Experience Professional, etc.)
• Experience in coaching and mentoring others in technical design and implementation.

Benefits

• 401(k) plan with Pfizer Matching Contributions
• Paid vacation, holiday, and personal days
• Paid caregiver/parental and medical leave
• Health benefits including medical, prescription drug, dental, and vision coverage
• Participation in Pfizer's Global Performance Plan with a bonus target of 17.5% of the base salary
• Eligibility to participate in share-based long-term incentive programs
• Relocation assistance may be available based on business needs and/or eligibility.