Critical Response Consultant (Critical Account Program) jobs in United States
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MeridianLink · 5 hours ago

Critical Response Consultant (Critical Account Program)

positionUnited States
timeFull-time
remoteRemote
seniorityMid, Senior Level
date4+ years exp

MeridianLink is seeking a Critical Response Consultant to drive customer satisfaction and retention by resolving critical client escalations. This role requires technical expertise and strategic leadership to manage complex situations and ensure exceptional support for clients.

BankingFinancial ServicesFinTechInformation Technology
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H1B Sponsor Likelynote

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

Qualification

Escalation managementTechnical account managementCross-functional collaborationSaaS experienceSoftware development lifecycleStakeholder managementRisk identificationTechnical aptitudeLeadershipCommunication skills

Required

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

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

Company

MeridianLink

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MeridianLink is a digital lending platform that helps financial institutions through a configurable platform.
dateFounded in 1998
location
Costa Mesa, California, USA
people-size501-1000 employees
web-link
https://www.meridianlink.com

H1B Sponsorship

MeridianLink has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (14)
2024 (5)
2023 (1)
2022 (12)
2021 (11)
2020 (1)

Funding

Current Stage
Public Company
Total Funding
$570.51M
2025-08-11Acquired
2024-09-26Post Ipo Secondary· $0.01M
2024-02-07Post Ipo Secondary· $85.5M

Leadership Team

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Larry Katz
Chief Executive Officer
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Elias Olmeta
Chief Financial Officer
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Recent News

MarketScreener
First American Data & Analytics’ RegsData® Compliance Solution Now Integrated with MeridianLink® Mortgage LOS
2025-12-09
MarketScreener
First American Data & Analytics' RegsData Compliance Solution Now Integrated with MeridianLink® Mortgage LOS
2025-12-09
GlobalFinTechSeries
MeridianLink Earns Great Place To Work Certification™ for Sixth Consecutive Year
2025-11-19
Company data provided by crunchbase