Customer Success Representative

Summary

Join MeridianLink as a Customer Success Representative and ensure customer satisfaction by resolving disputes, negotiating contracts, and improving retention. You will manage multiple customer escalations, liaise between customers and internal teams, and analyze trends to implement proactive solutions. This role requires strong organizational and communication skills, proficiency in various software systems, and a deep understanding of MeridianLink products and the financial industry. A Bachelor's degree or relevant experience is required, along with proven success in customer success or account management. MeridianLink offers a supportive culture, opportunities for professional growth, and a competitive benefits package.

Requirements

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

Responsibilities

• 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
• 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
• Maintain an in-depth understanding of MeridianLink products and its features
• Stay informed about product updates, enhancements, and industry trends

Preferred Qualifications

• 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

Benefits

• 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