Offer summary

Qualifications:

Bachelor’s degree in Finance, Business Administration, or Communications, or 2-4 years in a relevant field., Experience in customer success or account management roles, preferably in the finance or SaaS sectors., Proficiency in Salesforce and Gainsight, along with strong organizational and project management skills., Exceptional communication skills and the ability to analyze and solve complex problems..

Key responsabilities:

Manage and resolve customer escalations promptly and effectively, acting as a liaison between customers and the company.

Maintain accurate records and communication history within the Salesforce ticketing system.

Analyze escalation trends to identify root causes and implement proactive solutions.

Help customers achieve their business goals and improve overall customer satisfaction.

Job description

JOB OVERVIEW

We are seeking a dynamic and results-oriented Customer Success Representative who will play a crucial role in ensuring the success and satisfaction of our valued customers. This position requires a candidate that currently has a deep understanding of our MeridianLink products, the financial industry, and a proven ability to effectively manage and resolve customer issues and concerns. This is a position that requires excellent communication (written and verbal), relationship-building, problem-solving, business acumen, and organizational skills to foster strong, long-lasting connections with our customers.

JOB SUMMARY OBJECTIVES

•Customer dispute resolution.

•Contract negotiation.

•Improve customer satisfaction.

•Help customers achieve their business goals.

•Improve customer retention.

JOB RESPONSIBILITES AND DUTIES

The ideal candidate possesses the following:

1.Strong Organizational Skills:

•Effectively manage and prioritize multiple customer escalations simultaneously.

•Maintain accurate and up-to-date records and communication history within the Salesforce ticketing system.

•Expertly build and present executive summaries of customer escalations for review by leadership.

2.Ability to Successfully Resolve Case Escalations:

•Liaison between customers and MeridianLink

•Manage and resolve customer escalations promptly and effectively, based on specific rules of engagement.

•Work closely with technical support, product management, and development to address and solve complex issues acting as project manager to proactively facilitate resolution of the case when multiple internal stakeholders are involved.

•Analyze escalation trends to identify root causes and work cross-functionally to implement proactive solutions.

3.Knowledge of Products:

•Maintain an in-depth understanding of MeridianLink products and its features.

•Stay informed about product updates, enhancements, and industry trends.

KEY PERFORMANCE METRICS (AMONG OTHERS)

•Number of escalations resolved.

•Case resolution efficiency.

•Monthly review of escalations.

•Monthly review with accounts receivable and collections.

SKILLS AND COMPETENCIES

•Exceptional communication, both written and verbal, and interpersonal skills.

•Demonstrated ability to analyze and solve complex problems.

•Strong organizational and project management abilities with highest standards of accuracy and precision.

•Proficient with Word, Excel, PowerPoint, MS Teams, Salesforce, Soft Phones, NetSuite and other software systems common to supporting and communicating with others virtually.

•Ability to empathize with clients’ challenges.

•Persuasive speaking skills

•Adaptability

•Capably engage with senior leadership in regular business discussions.

QUALIFICATIONS AND PREFERABLE EXPERIENCE

•Bachelor’s degree in Finance, Business Administration, Communications, or 2-4 years in relevant field.

•Gainsight and Salesforce experience.

•Proven experience in a customer success or account management role.

•Experience working in Banks, Credit Unions, or finance companies.

•Experience working in SaaS companies in the finance, lending, or banking sector.

•Certification in customer success or related field.

MeridianLink has a wonderful culture where people value the work they do and appreciate each other for their contributions. We develop our employees so they can grow professionally by preferring to promote from within. We have an open-door policy with direct access to executives; we want to hear your ideas and what you think. Our company believes that to be productive in the long term, we must have a genuine work-life balance. We understand that employees have families and full lives outside of the office. To that end, we honor their personal commitments.

MeridianLink is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, sex, age, national origin, disability, or any other characteristic protected by applicable law.

MeridianLink runs a comprehensive background check, credit check, and drug test as part of our offer process.

Salary range of $64,500 - $91,100. [It is not typical for offers to be made at or near the top of the range.] The actual salary will be determined based on experience and other job-related factors permitted by law including geographical location.

Meridianlink offers:

Potential For Equity-Based Awards

Insurance coverage (medical, dental, vision, life, and disability)

Robust paid time off

Paid holidays

401(k) plan with company match

Remote work

All compensation and benefits are subject to the terms and conditions of the underlying plans or programs, as applicable and as may be amended, terminated, or superseded from time to time.

#LI-REMOTE

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