Critical Response Consultant (Critical Account Program)

Job Summary

Are you passionate about turning challenges into opportunities and restoring customer confidence in high-stakes situations? Join MeridianLink as a Critical Response Consultant and become a pivotal force in driving customer satisfaction and retention. This dynamic role blends technical expertise, strategic leadership, and executive communication to resolve critical client escalations and protect long-term relationships. You will lead cross-functional teams, manage complex escalations, and ensure our clients receive exceptional support and outcomes.

Objectives

• Lead strategic recovery efforts for high-impact client escalations.

• Drive resolution strategies that enhance customer satisfaction and retention.

• Serve as the central point of accountability within the Critical Account Program (CAP).

• Foster cross-functional collaboration to remove roadblocks and align priorities.

• Deliver executive-level communication and insights throughout the escalation lifecycle.

Key Performance Metrics

• Customer Retention Rate

• Customer Satisfaction Score (CSAT)

• Resolution Time for Critical Escalations

• Executive Communication Effectiveness

• CAP Activation and Success Rate

• Internal Team Engagement and Accountability

Key Responsibilities

• Own the lifecycle of critical client escalations from triage to resolution.

• Assess severity and activate CAP with tailored resolution strategies.

• Partner with Executive Sponsors to prioritize resources and remove obstacles.

• Assemble and lead Critical Response Teams across departments.

• Facilitate daily standups, track progress, and ensure stakeholder accountability.

• Prepare and deliver executive summaries, RCAs, and situation reports.

• Develop and manage communications for internal and external audiences.

• Collaborate with engineering and product teams to resolve technical issues.

• Monitor key account indicators and initiate preemptive engagement.

• Contribute to CAP Lessons Repository and escalation playbooks.

Skills and Competencies

• Strong leadership in high-pressure, high-visibility situations

• Exceptional communication and stakeholder management skills

• Executive-level presence and professionalism

• Deep understanding of software development lifecycle and support workflows

• Ability to manage sensitive conversations and set realistic expectations

• Technical aptitude to translate complex challenges into actionable insights

• Proactive risk identification and escalation management

• Cross-functional collaboration and influence

Qualifications

• Bachelor’s degree required

• 4-6 years of relevant experience in escalation management, technical account management, or program leadership

• Proven ability to lead complex assignments with minimal instruction

• Experience in SaaS or enterprise software environments

• Foundational knowledge of MeridianLink’s product suite and industry’s best practices

• Ability to develop technical understanding of new and existing technologies

Preferred Experience

• 5+ years in a customer-facing role managing escalations

• Experience leading cross-functional teams in a fast-paced environment

• Familiarity with CAP or similar customer assurance programs

• Background in consulting, implementation, or technical support

Why Join Us?

At MeridianLink, we believe in empowering our employees to make a difference. As a Critical Response Consultant, you’ll be at the forefront of customer success, driving impactful resolutions and shaping the future of client relationships. If you thrive in dynamic environments and are ready to lead with confidence, we invite you to apply and be part of our mission to deliver exceptional customer experiences.