Job Description:
• Partner with CX Ops, Client Support, Sales, Engineering, MeridianLink’s Customer Acceleration Program, and executives to streamline workflows and improve handoffs across the customer lifecycle
• Optimize Client Support operations by developing data-led engagement strategies for at-risk customers
• Lead internal and occasionally external business reviews with leadership and produce corrective action plans
• Build cross-functional strategies tied to executive-level initiatives and VP of Customer Success operating-team goals
• Design and implement AI-powered workflows, automation, and tooling to improve efficiency, response times, and resolution quality
• Lead end-to-end project management, including scoping, timelines, resourcing, stakeholder communication, and execution tracking
• Analyze support volume, ticket trends, customer satisfaction, and operational performance data to identify root causes and improvement opportunities
• Build and maintain executive-ready dashboards and reports tracking KPIs, process improvements, AI initiatives, ROI, and customer outcomes
• Develop documentation, SOPs, enablement resources, and training materials for workflow rollouts and sustained adoption
• Serve as a strategic thought partner to Customer Success leadership on ambiguous business challenges
Requirements:
• Bachelor’s degree in Business, Analytics, or a related field, or equivalent combination of education and experience
• 8-10 years of experience in Program Management, Project Management, Business Operations, Business Analysis, or a related analytical role
• Experience supporting Client Support, CX Operations, or Sales organizations a plus
• Ability to operate effectively in a fast-paced, evolving environment with ambiguity, competing priorities, and a high degree of autonomy
• Experience implementing AI tools, automation, or technology-enabled process improvements
• Hands-on experience with Claude or similar AI tools preferred
• Advanced proficiency with Microsoft Office Suite, including PowerPoint, Salesforce, and Salesforce Service Cloud
• Strong analytical capabilities, including SQL and Excel
• Experience with Databricks or Sigma preferred
• Excellent communication, presentation, and stakeholder management skills
• PMP or similar certification preferred
Benefits:
• Insurance coverage (medical, dental, vision, life, and disability)
• Flexible paid time off
• Paid holidays
• 401(k) plan with company match
• Remote work