Strategic Customer Success Manager

February 1

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MeridianLink

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Connecting You to Better: MeridianLink is the developer of the industry's first multi-channel loan origination system.

technology • financial services • banking • loan origination system • Loan Origination

501 - 1000

💰 $485M Post-IPO Debt on 2021-11

Description

• Help customers adopt the software • Improve customer satisfaction • Drive customer problem resolution • Help customers achieve their business goals • Maintain a superior 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 • 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 • 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 • 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 • 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 • 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

Requirements

• 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 • Bachelor’s degree in Finance, Business Administration, Communications, or relevant field • 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

Benefits

• 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