We are seeking a dynamic and results-oriented Senior Customer Success Manager who will play a crucial role in ensuring the success and satisfaction of our valued customers. This position requires a candidate that currently has an understanding of our MeridianLink products, the financial industry, and a proven ability to effectively manage and resolve customer issues and concerns. This is a position that requires excellent communication (written and verbal), relationship-building, problem-solving, business acumen, and organizational skills to foster strong, long-lasting connections with our customers. JOB SUMMARY OBJECTIVES Help customers adopt the software Improve customer satisfaction Drive customer problem resolution Help customers achieve their business goals JOB RESPONSIBILITES AND DUTIES The ideal candidate possesses the following: Knowledge of Products: Develop and maintain an in-depth understanding of MeridianLink products and services. Stay informed about product updates, enhancements, and industry trends. Provide customers with expert guidance on utilizing our products to its full potential. Knowledge of the Industry: Stay abreast of industry trends, best practices, relevant regulations, and emerging technologies. Act as a Subject Matter Expert (SME), providing insights and recommendations based on industry knowledge. Strong Relationship Skills: Build and nurture strong, positive relationships with key customer stakeholders as well as with internal key stakeholders, especially with the sales function. Conduct regular check-ins and executive business reviews with customers to understand their needs, challenges, and goals. Collaborate cross-functionally to ensure a seamless customer experience. Ability to Design and Execute Effective Customer Success Plans: Understand client’s business goals and needs from a strategic perspective. Identify solutions that will help the customer accomplish their goals and meet their needs. Define, drive, and monitor the steps needed to select the proper solution related to each goal through a Success Plan. Strong Organizational Skills: Effectively manage and prioritize multiple customer accounts simultaneously. Maintain accurate and up-to-date customer records and communication history within the Gainsight Customer Success Platform. Expertly build and maintain reports, presentations, and other communications to present the status of the CSM’s projects and assignments. Ability to Successfully Resolve Case Escalations: Manage and resolve customer escalations promptly and effectively, based on specific rules of engagement. Work closely with technical support, product management, and development to address and solve complex issues acting as project manager to proactively facilitate resolution of the case when multiple internal stakeholders are involved. Analyze escalation trends to identify root causes and work cross-functionally to implement proactive solutions. SKILLS AND COMPITENCIES Exceptional communication, both written and verbal, and interpersonal skills. Demonstrated ability to analyze and solve complex problems. Strong organizational and project management abilities with highest standards of accuracy and precision. Proficient with Word, Excel, PowerPoint, Phone systems, Conferencing systems, and other software systems common to supporting and communicating with others virtually. Experience with Salesforce and Gainsight is a plus. Ability to empathize with clients’ challenges. Persuasive speaking skills Adaptability Business acumen to understand the customer’s business goals. Capably engage with senior leadership in regular business discussions.

Working at Atlassian Atlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a time zone overlap with your team, you can choose to work remotely or in an office. Interviews and onboarding are conducted virtually, a part of being a distributed-first company. Your future team The Atlassian Advisory Services team is a globally distributed team of Atlassian experts who are passionate about creating customer success. Advisory Services team members engage with our largest strategic and enterprise organizations with some of the most complex business challenges to help them deliver delightful solutions to their users. We provide customer teams with trusted advisors to help orchestrate successful outcomes, providing the highest benefits from their Atlassian investment. At Atlassian, you'll have an impact on millions of users, fast! We don't just want to know your opinions, we want to see your ideas in action. We hire great people and then trust them to be great. We're hiring a Senior Engagement Manager to join our Advisory Services team as an individual contributor - this is not a managerial role. The Engagement Manager plays a critical role in driving customer outcomes by advising external clients on achieving their goals with Atlassian's solutions. This position is key to driving Advisory Services engagements and focuses on leading and executing client engagements to meet strategic goals and deliver value. This is an individual contributor role reporting to a manager in Advisory Services. What You'll Do Be the primary contact for your Advisory Services engagements, driving the direction throughout the engagement lifecycle. You will be the sole access point to the Advisory Services organization for your clients, facilitating collaboration and ensuring the efficient delivery of customer outcomes. Take charge of proactive scope management to ensure that the team stays aligned with the engagement vision and meets your client's desired outcomes. You will execute projects to achieve results while balancing available time and resources. Additionally, it involves identifying future opportunities for further outcomes, growth, and expansion. Accelerate time to value by applying project and program management expertise, ensuring the efficient and high-quality delivery of results for clients. Cultivate enduring relationships with clients by applying consultative skills, maintaining clear and consistent communication, and monitoring and reporting on the value generated from the Advisory Services engagement. Partner with teams across Atlassian to advocate for customer needs and innovative solutions that address their business drivers Spend up to 30% of your time traveling domestically, and in some cases internationally, for both internal and customer-facing events What you'll do: Collaborate with your peers in Advisory Services to align on strategic outcomes that deliver exceptional service to our customers Partner with customers to help solve their business challenges and achieve their internal goals through Atlassian products, practices, and solutions Identify and promote opportunities for service and product expansion within a client's organization Cultivate deep industry and solution expertise, staying up-to-date with evolving best practices that support different types of teams Create technical solution content and prescriptive guidance to support customer goals and outcomes in one or more Atlassian solution areas Partner with non-customer-facing teams across Atlassian to advocate for customer needs and innovative solutions that address their business drivers Spend up to 30% of your time traveling domestically, and in some cases internationally, for both internal and customer-facing events Your background: 10+ years of experience within SaaS companies or similar product organizations or technology consulting firms. Track record in managing large-scale projects and programs. 5+ years in Professional Services, Technical Consulting, or Success customer-facing roles. Experience managing client relationships and delivering successful project outcomes. You're fluent in English, but it would be nice to have a second language, such as Spanish, French, or Portuguese, for business communication. It's nice if you have: PMP Certification, Agile Certification (Scrum Master, Product Owner), or similar : A recognized credential that validates your ability to manage professional projects. Compensation At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are: Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter. Zone A: $156,600 - $204,450 Zone B: $141,300 - $184,475 Zone C: $130,500 - $170,375 This role may also be eligible for benefits, bonuses, commissions, and equity. Benefits & Perks Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit go.atlassian.com/perksandbenefits . About Atlassian At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together. We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines. To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them. To learn more about our culture and hiring process, visit go.atlassian.com/crh .

• Own the customer lifecycle beyond onboarding, ensuring long-term success through strategic engagement, advanced product utilization, and proactive risk management. • Act as a trusted advisor to customers and serve as an escalation point for complex challenges. • Collaborate with Sales and Renewals to expand accounts and ensure customers see maximum value from Monograph. • Mentor junior CSMs, strengthening the team’s expertise and scaling best practices across the organization.

• Costumer Engagement Specialist are required to use excellent decision making and innovation to resolve issues and respond to consumer concerns while adhering to company and departmental guidelines. • The position is responsible for resolving high level consumers issues in a fast-paced environment. • Support the Care Services staff by answering questions and providing coaching and feedback • Review consumer inquiries/feedback using database tools and documented best practices to provide improved consumer service and/or to capture and report data to internal/external users. • Apply technical and professional job knowledge to evaluate consumer concerns and accurately route requests for other support activities • Manage specialized consumer support activities via websites • Demonstrate excellent verbal and written communication • Display dependability by being punctual and maintain an acceptable level of attendance