Critical Priority Response - Customer Success Representative 1731 - MeridianLink

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. 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.

•Customer dispute resolution.

•Contract negotiation.

•Improve customer satisfaction.

•Help customers achieve their business goals.

•Improve customer retention.

The ideal candidate possesses the following:

1.Strong Organizational Skills:

•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.

2.Ability to Successfully Resolve Case Escalations:

•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.

3.Knowledge of Products:

•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.

•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.