Critical Response Consultant

MeridianLink

21d

About The Position

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.

Requirements

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
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

Nice To Haves

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

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.