Customer Champion

Meritech • Golden, CO

23h • $90,000

About The Position

Meet Meritech Ready to Join the Hygiene Revolution? With a 12-second wash cycle that uses 75% less water than a manual handwash (while eliminating the same 99.9% of pathogens), Meritech's CleanTech ® Automated Handwashing technologies are changing the hygiene game for thousands of companies in food production, packaging, entertainment, travel, and more. The Customer Champion role is highly strategic, reporting directly to the CEO. This individual serves as the company’s escalation leader for the most critical, high-risk customer situations, delivering concierge-level (“white glove”) service to VIP customers and accounts in crisis. This role blends executive customer advocacy, rapid problem-solving, cross-functional leadership, and root cause analysis to both resolve urgent issues and prevent recurrence. In addition, this leader provides hands-on operational support during periods of unusually high volume or business disruption to stabilize service levels and protect the customer experience. The ideal candidate thrives under pressure, exercises sound judgment in complex situations, and ensures that every critical customer experience is handled with urgency, empathy, and operational excellence.

Requirements

• Communication & Negotiation: Skilled in diplomacy, persuasion, and conflict resolution.
• High Emotional Intelligence: Understanding motivations to influence behavior & offering empathy in every situation.
• Expert Problem Solver: Able to review a situation using root cause analysis to determine & implement corrective action.
• Able to regularly perform the following physical requirements, with or without accommodations:
• - Frequently: Ability to utilize basic office equipment such as computer, keyboard, printer, phones.
• - Frequently: Communicate via phone call, email, chat, and other methods with customers, internal staff, and others.
• - Frequently: Prolonged periods working at a desk and/or computer.
• - Occasionally: Must be able to lift up to 15 pounds at a time.

Responsibilities

• Crisis Management Own and lead resolution of high-severity, high impact customer escalations.
• Serve as primary point of contact for VIP customers and strategic accounts during crisis situations.
• Coordinate cross-functional response teams (Operations, Manufacturing, Logistics, Service, Sales, Quality).
• Develop and implement immediate recovery plans that protect brand reputation and customer loyalty.
• Provide real-time updates and resolution strategies directly to the CEO and executive team.
• White-Glove Customer Support Deliver concierge-level service tailored to high-value and high-visibility customers.
• Proactively anticipate customer needs during sensitive situations.
• Maintain strong, trust-based relationships with key customers and stakeholders.
• Ensure follow-through on all commitments and service guarantees.
• Voice of the Customer (VOC) Capture, synthesize, and elevate critical customer feedback to executive leadership.
• Identify systemic trends emerging from crisis cases.
• Translate qualitative feedback into actionable insights for product, service, and operational teams Act as internal champion for customer-centric decision-making.
• Root Cause Analysis & Prevention Conduct structured post-incident reviews and root cause analyses.
• Partner with Quality, Manufacturing, Engineering, and Supply Chain to identify breakdown points.
• Recommend and track corrective and preventive actions (CAPA).
• Implement processes to reduce repeat escalations and improve first-time resolution .
• Process & Experience Improvement Develop playbooks for crisis response and executive communications.
• Identify gaps in service, warranty, installation, or logistics workflows.
• Recommend strategic improvements to elevate overall customer experience.
• Executive Reporting Prepare concise executive summaries on major incidents.
• Track key metrics related to escalations, resolution times, recurrence rates, and customer retention.
• Provide quarterly insights on customer risk and brand exposure trends.
• High-Volume & Surge Support Provide hands-on support during peak demand periods, product launches, recalls, service disruptions, or unexpected operational strain.
• Step in operationally to stabilize workflows and reduce customer impact during high-volume events.
• Support frontline teams with real-time decision-making, prioritization, and issue triage.
• Identify immediate process adjustments to maintain service levels during surge periods.
• Serve as a visible leadership presence during operational stress events.

Benefits

• $90,000 annual base salary to start, payroll every other Thursday.
• A comprehensive benefits package including Medical, Dental, Vision, Life, Disability, and 401(k) with company contributions.
• Annual paid-time-off and sick leave accrual, with increases based on tenure.
• Paid company holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed