Senior Customer Success Manager
JOB OVERVIEW
We are seeking a dynamic and results-oriented Senior Customer Success Manager 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
- Help customers adopt the software
- Improve customer satisfaction
- Drive customer problem resolution
- Help customers achieve their business goals
JOB RESPONSIBILITES AND DUTIES
The ideal candidate possesses the following:
1. Knowledge of Products:
- Maintain an in-depth understanding of MeridianLink products and its features.
- Stay informed about product updates, enhancements, and industry trends.
- Provide customers with expert guidance on utilizing our products to its full potential.
2. Knowledge of the Industry:
- Stay abreast of industry trends, best practices, relevant regulations, and emerging technologies.
- Act as a Subject Matter Expert (SME), providing insights and recommendations based on industry knowledge.
3. Strong Relationship Skills:
- Build and nurture strong, positive relationships with key customer stakeholders as well as with internal key stakeholders, especially with the sales function.
- Conduct regular check-ins and executive business reviews with customers to understand their needs, challenges, and goals.
- Collaborate cross-functionally to ensure a seamless customer experience.
4. Ability to Design and Execute Effective Customer Success Plans:
- Understand client’s business goals and needs from a strategic perspective.
- Identify solutions that will help the customer accomplish their goals and meet their needs.
- Define, drive, and monitor the steps needed to select the proper solution related to each goal through a Success Plan.
5. Strong Organizational Skills:
- Effectively manage and prioritize multiple customer accounts simultaneously.
- Maintain accurate and up-to-date customer records and communication history within the Gainsight Customer Success Platform.
- Expertly build and maintain reports, presentations, and other communications to present the status of the CSM’s projects and assignments.
6. Ability to Successfully Resolve Case Escalations:
- 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.
KEY PERFORMANCE METRICS (AMONG OTHERS)
- Number of Business Reviews conducted per quarter.
- Number of Meetings with Stakeholders per month.
- Number of Success Plans developed and executed.
- Number of tickets escalated and successfully resolved.
- Number of qualified leads generated through customer interactions.
- Average Customer Success Manager NPS Score maintained.
SKILLS AND COMPITENCIES
- 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, Phone systems, Conferencing systems, and other software systems common to supporting and communicating with others virtually.
- Ability to empathize with clients’ challenges.
- Persuasive speaking skills
- Adaptability
- Business acumen to understand the customer’s business goals.
- Capably engage with senior leadership in regular business discussions.
QUALIFICATIONS AND PREFERABLE EXPERIENCE
- Bachelor’s degree in Finance, Business Administration, Communications, or relevant field.
- 4-6 years of relevant experience
- 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.
- Solid knowledge of MeridianLink products.
- Certification in customer success or related field..
- Ability to travel when necessary.
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 $100,400- $146,800. [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)
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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