Position Summary:

The Sr. Director of Customer Operations is responsible for working with customers to ensure their desired outcomes when using company products and services. This role will oversee the creation and execution of processes and analysis that underpin Service, Support and Customer Success reporting while managing the technology stack and creating/maintaining standard operating procedures.

Expected Duties:

- 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

Qualifications: Knowledge, Skills, and Abilities

- 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

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 $139,000 - $197,000. [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:

Stock options or other equity-based awards

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

Flexible 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.

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