Customer Success Representative, MeridianLink
Critical Priority Response
$64.5-91.1k
+ Potential For Equity-Based Awards
Lending software provider
Be an early applicant
Lending software provider
501-1000 employees
Be an early applicant
$64.5-91.1k
+ Potential For Equity-Based Awards
501-1000 employees
Company mission
To be the most trusted financial services technology platform.
Role
Who you are
- 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
- 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, MS Teams, Salesforce, Soft Phones, NetSuite and other software systems common to supporting and communicating with others virtually
- Ability to empathize with clients’ challenges
- Persuasive speaking skills
- Adaptability
- Capably engage with senior leadership in regular business discussions
- Bachelor’s degree in Finance, Business Administration, Communications, or 2-4 years in 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
- Certification in customer success or related field
What the job involves
- We are seeking a dynamic and results-oriented Customer Success Representative who will play a crucial role in ensuring the success and satisfaction of our valued customers
- Customer dispute resolution
- Contract negotiation
- Improve customer satisfaction
- Help customers achieve their business goals
- Improve customer retention
- Effectively manage and prioritize multiple customer escalations simultaneously
- Maintain accurate and up-to-date records and communication history within the Salesforce ticketing system
- Expertly build and present executive summaries of customer escalations for review by leadership
- Liaison between customers and MeridianLink
- 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
- Maintain an in-depth understanding of MeridianLink products and its features
- Stay informed about product updates, enhancements, and industry trends
- Number of escalations resolved
- Case resolution efficiency
- Monthly review of escalations
- Monthly review with accounts receivable and collections
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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