Full-Time

Sr. Director

Customer Operations, Professional Services Reporting & Analytics

Posted on 8/19/2024

Meridian Link

Meridian Link

501-1,000 employees

Cloud-based software solutions for financial institutions

Data & Analytics
Fintech

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 leverage data for quick lending decisions. By offering a subscription-based service model, clients pay recurring fees to access these tools, ensuring a consistent revenue stream for the company. MeridianLink stands out from competitors by integrating various financial processes into a single platform, which enhances operational efficiency and supports data-driven decision-making. The company's goal is to improve digital banking experiences and customer service through advanced technology.

Company Stage

IPO

Total Funding

$616.7M

Headquarters

Costa Mesa, California

Founded

1998

Simplify Jobs

Simplify's Take

What believers are saying

  • Partnerships with Automatic and Shastic enhance MeridianLink's offerings in automotive and AI automation.
  • MeridianLink's inclusion in the IDC Global FinTech Top 50 boosts its industry reputation.
  • The growing trend of AI-driven workflow automation aligns with MeridianLink's strategic direction.

What critics are saying

  • Emerging fintech startups offering cheaper solutions could erode MeridianLink's market share.
  • Continuous R&D investment is needed to keep up with rapid technological advancements.
  • Economic downturns may reduce financial institutions' spending on new technology solutions.

What makes Meridian Link unique

  • MeridianLink offers a comprehensive suite of cloud-based solutions for financial institutions.
  • The company integrates various financial processes into a single, efficient platform.
  • MeridianLink's subscription-based model ensures continuous updates and improvements for clients.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Paid Holidays

401(k) Company Match

Remote Work Options

Stock Options

INACTIVE