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Full-Time

Sr. Director

Customer Operations, Professional Services Reporting & Analytics

Updated on 9/5/2024

Meridian Link

Meridian Link

501-1,000 employees

Cloud-based software solutions for financial institutions

Data & Analytics
Consulting
Fintech
Financial Services

Compensation Overview

$139k - $197kAnnually

+ Stock options + Equity-based awards

Senior, Expert

Remote in USA

Category
Supply Chain Management
Operations & Logistics
Required Skills
Salesforce
Data Analysis
Excel/Numbers/Sheets
Requirements
  • Bachelor’s degree and 8+ years of relevant experience
  • B2B SaaS experience in Operations is required
  • Must be proficient in Excel and being able to build complex pivot tables
  • Experience with Salesforce, Gainsight and Smartsheet is highly preferred
  • Ability to guide subordinates within the latitude of established MeridianLink policies
  • Ability to recommend changes to policies and establish procedures that affect section or multiple disciplines
  • Ability to execute financials, business planning, organizational priorities, and workforce
  • Ability to follow processes and operational policies in selecting methods and techniques for obtaining solutions
  • Ability to develop and manage operational initiatives to deliver tactical results
  • Ability to interact with subordinate supervisors, customers, and/or functional peer group professionals, involving matters between sections and multiple units
  • Responsible for impact partnering with key contacts outside own area of expertise and other external stakeholders
  • Ability to effectively communicate and present results and recommendations across discipline
  • Ability to operate effectively within Eastern or Central Time Zone hours
Responsibilities
  • The Sr. Director of Customer Operations will coordinate with the support functions essential to Services, Support, and Customer Success in efforts of increased productivity and effectiveness while being expected to work closely with the SVP of Customer Success, SVP Services, and SVP of Support and their operations team
  • Responsible for coordinating and directing a cadence of reporting and forecasting across each CCO team (Services): forecasting revenue, Saas Release, backlog, reporting project start lead times, delivery duration of projects
  • Responsible for coordinating and directing a cadence of reporting and forecasting across each CCO team (Customer Success): renewal and churn reporting, down-sell reporting, CSM productivity and activity, NPS reporting
  • Responsible for coordinating and directing a cadence of reporting and forecasting across each CCO team (Customer Support): CSAT and self-service reporting
  • Responsible for coordinating and directing a cadence of reporting and forecasting across each CCO team (CCO Executive): board decks, ELT decks, Cross-functional programs, strategic planning, and activity tracking
  • Expected to work with the CCO on organization efforts, identifying opportunities for process improvements, and implement technologies to assist in the reporting and running optimization of all functions

MeridianLink provides cloud-based software solutions tailored for financial institutions, including banks and credit unions. Their main products include loan origination systems that assist in managing the loan process from application to approval, and automated decisioning engines that utilize data for quick lending decisions. They also offer tools for data reporting and business intelligence to help clients enhance their performance. Unlike many competitors, MeridianLink operates on a subscription-based model, allowing clients to access their services for a recurring fee, which supports continuous updates and improvements. The company's goal is to improve digital banking experiences by streamlining operations and enhancing customer service for their clients.

Company Stage

IPO

Total Funding

$616.7M

Headquarters

Costa Mesa, California

Founded

1998

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Simplify's Take

What believers are saying

  • MeridianLink's partnerships with numerous credit unions and financial institutions demonstrate its strong market presence and customer trust.
  • The company's advanced decisioning capabilities and configurable point-of-sale solutions enhance client operations, leading to improved customer experiences and operational efficiency.
  • Winning multiple industry awards underscores MeridianLink's innovative edge and potential for continued growth.

What critics are saying

  • The recent CFO transition could lead to strategic and operational uncertainties, impacting company stability.
  • The competitive FinTech landscape requires MeridianLink to continuously innovate to maintain its market position.

What makes Meridian Link unique

  • MeridianLink's comprehensive suite of SaaS products, including loan origination systems and automated decisioning engines, sets it apart by offering end-to-end solutions for financial institutions.
  • Their subscription-based model ensures a steady revenue stream, allowing for continuous updates and improvements, unlike competitors with less predictable income.
  • Recognition in prestigious awards like the American Business Awards and HousingWire Tech100 highlights their commitment to innovation and industry leadership.