Senior Customer Success Manager, MeridianLink
$104-146.8k
More information about location
Lending software provider
Open for applications
Lending software provider
501-1000 employees
Open for applications
$104-146.8k
More information about location
501-1000 employees
Company mission
To be the most trusted financial services technology platform.
Role
Who you are
- 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 with 4-6 years of 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
What the job involves
- 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
- Help customers adopt the software
- Improve customer satisfaction
- Drive customer problem resolution
- Help customers achieve their business goals
- 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
- 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
- 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
- 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
- Number of Business Reviews conducted per quarter
- Number of Meetings with Stakeholders per month
- Number of Success Plans developed and executed
- Number of qualified leads generated through customer interactions
Our take
MeridianLink provides modern software platforms for financial institutions and consumer reporting agencies. Specifically, it powers digital lending and account opening for the former and data verifications for the latter.
The company has been trusted for over 20 years and has remained adaptable and open to change with the industry, such as its recent addition of engagement features that offer new ways to help financial services drive growth, reach target audiences and adjust campaigns to meet business and customer needs. It has therefore maintained a number of impressive customers, from BankPlus and American United to FirstBank and TwinStar.
MeridianLink has proven hungry in recent years for acquisitions, having acquired StreetShares, TazWorks and Saylent within one year, and off the back of its 2021 IPO. Its efforts to expand its product offerings and customer base are a testament to its adaptable nature that has engendered a long-standing strong market position.
Freddie
Company Specialist at Welcome to the Jungle
Insights
1% employee growth in 12 months
Company
Company 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
- 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
Company HQ
Costa Mesa, CA
Leadership
Nicolaas Vlok
(CEO, not founder)Previously co-founded ad served as CEO for both TST and Idion Technology Holdings. Acted as President and CEO for Vision Solutions.
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