Senior Director of Customer Operations, MeridianLink
Professional Services Reporting & Analytics
$139-197k
+ Stock options or other equity-based awards
More information about location
Lending software provider
Be an early applicant
Lending software provider
501-1000 employees
Be an early applicant
$139-197k
+ Stock options or other equity-based awards
More information about location
501-1000 employees
Company mission
To be the most trusted financial services technology platform.
Role
Who you are
- Bachelor’s degree and 8+ years of relevant experience
- B2B SaaS experience in Operations is required
- Experience with Salesforce, Gainsight and Smartsheet is highly preferred
- Ability to guide subordinates within the latitude of established MeridianLink policies
- Ability to recommend changes to policies and establish procedures that affect section or multiple disciplines
- Ability to execute financials, business planning, organizational priorities, and workforce
- Ability to follow processes and operational policies in selecting methods and techniques for obtaining solutions
- Ability to develop and manage operational initiatives to deliver tactical results
- Ability to interact with subordinate supervisors, customers, and/or functional peer group professionals, involving matters between sections and multiple units
- Responsible for impact partnering with key contacts outside own area of expertise and other external stakeholders
- Ability to effectively communicate and present results and recommendations across discipline
- Ability to operate effectively within Eastern or Central Time Zone hours
What the job involves
- The Sr. Director of Customer Operations is responsible for working with customers to ensure their desired outcomes when using company products and services
- This role will oversee the creation and execution of processes and analysis that underpin Service, Support and Customer Success reporting while managing the technology stack and creating/maintaining standard operating procedures
- The Sr. Director of Customer Operations will coordinate with the support functions essential to Services, Support, and Customer Success in efforts of increased productivity and effectiveness while being expected to work closely with the SVPs of Support, SVP Services, and SVP of Support and their operations team
- Expected to be responsible for coordinating and directing a cadence of reporting and forecasting across each CCO team (Services): forecasting revenue, Saas Release, backlog, reporting project start lead times, delivery duration of projects
- The role will be responsible for coordinating and directing a cadence of reporting and forecasting across each CCO team (Customer Success): renewal and churn reporting, down-sell reporting, CSM productivity and activity, NPS reporting
- The Sr. Director of Customer Operations will be responsible for coordinating and directing a cadence of reporting and forecasting across each CCO team (Customer Support): CSAT and self-service reporting
- Responsible for coordinating and directing a cadence of reporting and forecasting across each CCO team (CCO Executive): board decks, ELT decks, Cross-functional programs, strategic planning, and activity tracking
- Expected to work with the CCO on organization efforts, identifying opportunities for process improvements, and implement technologies to assist in the reporting and running optimization of all functions
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
Insights
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 values
- Deliver on our commitments
- Customer success is our success
- Improve every day
- Stronger together
Company HQ
Costa Mesa, CA
Articles
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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