Sr. Customer Success Manager

MeridianLink is seeking a dynamic and results-oriented Senior Customer Success Manager who will play a crucial role in ensuring the success and satisfaction of their valued customers. The role involves managing customer relationships, resolving issues, and helping clients achieve their business goals through expert guidance on MeridianLink products.

Responsibilities:

• Help customers adopt the software
• Improve customer satisfaction
• Drive customer problem resolution
• Help customers achieve their business goals
• Develop and maintain an in-depth understanding of MeridianLink products and services
• 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:

• Understanding of MeridianLink products
• Understanding of the financial industry
• Proven ability to effectively manage and resolve customer issues and concerns
• Excellent communication (written and verbal) skills
• Strong relationship-building skills
• Problem-solving skills
• Business acumen
• Organizational skills
• Develop and maintain an in-depth understanding of MeridianLink products and services
• Stay informed about product updates, enhancements, and industry trends
• Provide customers with expert guidance on utilizing products to its full potential
• Stay abreast of industry trends, best practices, relevant regulations, and emerging technologies
• Act as a Subject Matter Expert (SME)
• Build and nurture strong, positive relationships with key customer stakeholders
• Conduct regular check-ins and executive business reviews with customers
• 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
• Define, drive, and monitor the steps needed to select the proper solution related to each goal
• Effectively manage and prioritize multiple customer accounts simultaneously
• Maintain accurate and up-to-date customer records and communication history
• Expertly build and maintain reports, presentations, and other communications
• Manage and resolve customer escalations promptly and effectively
• Work closely with technical support, product management, and development
• Analyze escalation trends to identify root causes
• Experience with Salesforce and Gainsight