Sr. Customer Success Manager

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 an 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.

JOB SUMMARY OBJECTIVES

• Help customers adopt the software

• Improve customer satisfaction

• Drive customer problem resolution

• Help customers achieve their business goals

JOB RESPONSIBILITES AND DUTIES

The ideal candidate possesses the following:

1. Knowledge of Products:

• 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.

1. Knowledge of the Industry:

• 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.

1. Strong Relationship Skills:

• 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.

1. Ability to Design and Execute Effective Customer Success Plans:

• 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.

1. 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.

1. Ability to Successfully Resolve Case Escalations:

• 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.

SKILLS AND COMPITENCIES

• 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. Experience with Salesforce and Gainsight is a plus.

• 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.