Director of Customer Success Job at Merit International, Inc.
About Us
Merit’s verified identity ecosystem helps trusted organizations across government and enterprise solve critical real-world problems in workforce development, emergency services, licensing, education, defense readiness, and other sectors. Thousands of trusted organizations - including government agencies and nonprofits - use Merit for digital verification of credentials, licenses, training, and skills.
Using Merit, organizations can capture and certify people-data in containers called merits (Watch this video to learn more: What is Merit?), and grant them to individuals. All of an individual’s merits are stored in one place, providing people agency over their verified data, giving people secure access and selective sharing with other organizations.
By connecting organizations and individuals, the Merit Platform supports a robust verified identity network that serves as a source of truth and trust for entire industries; bringing visibility, liquidity, and trust to people’s data.
Florida Division of Emergency Management
The Florida Division of Emergency Management partnered with Merit to provide a fast, secure, paperless solution for the verification and time-tracking of thousands of volunteers and paid medical professionals assisting with the statewide COVID-19 vaccination efforts. As a result of our work together, FDEM was named a StateScoop 50 Award winner for the State IT Innovation of the Year.
Ohio Department of Education - Afterschool Child Enrichment (ACE) Program
After the Ohio State Legislature created the $125M 2-year Afterschool Child Enrichment (ACE) educational savings account program, the Ohio Department of Education (ODE) contracted Merit to inform parents, guardians, and businesses about the new opportunity and eligibility requirements. Merit developed and delivered support systems, workflows, and digital assets for the ACE program. ODE issued digital credentials to parents and guardians certifying student eligibility, enabling them to use the grants with service providers listed in the Education Marketplace, and the Ohio ACE app is a single destination to view account balances and submit claims.
Virginia's Department of Professional and Occupational Regulation (DPOR)
DPOR partnered with Merit to streamline licensing and digital credentialing for the more than 300,000 Virginia’s Department of Professional and Occupational Regulation (DPOR) partnered with Merit to streamline licensing and digital credentialing for the more than 300,000 professionals across more than 40 industries that are required to have a license to work. With Merit, those licenses are now digital, accessible, and easily verifiable by consumers and businesses.
Merit’s salaries are competitive and transparent. Here’s a look at our pay bands based on different roles.
Our Values
Merit’s values are more than just words on paper – they permeate the company’s brand, culture, products, and even individual actions. Our values are:
Everyone is a friend. We see opportunities everywhere because Merit has endless ways to grow the already vast and self-propagating Verified Identity graph.
Building a network of truth and trust. Merit is modeling the real world of Verified Identity into a digital one, built on merits. Society values truth, and merits represent truth.
A rising tide lifts all boats. We think about entire industries and how to make the most impact on people’s lives. When we succeed, our employees, partners, and everyone on Merit should succeed.
Measure to meaningfully improve. Work is measured by output, not vanity metrics, and the things we do measure have goals.
Use Merit to build Merit. The strength of the Merit network, platform, and company compounds with the addition of every partner, consumer, and employee.
The Role
Salary Band: $163,600 - $180,450
As a Director of Customer Success at Merit, you will oversee a customer-obsessed team in meeting the needs of our customer base. You will contribute to standard customer support managing tasks including training new members of the team, answer and troubleshooting technical questions from the team and the users and developers they support. In addition, you will focus on the creation and maintenance of the data connections and tools required for the customer support team to address customer needs quickly and with context. You will work closely with the VP of Customer Success to ensure that Customer Support tools and processes adapt to product changes and continue to provide our customers with the best possible support.
Responsibilities
- Set a clear mission and deploy strategies focused towards that mission
- Develop support procedures, policies and standards
- Set team goals and reporting on team achievements and progress
- Be an expert on best practices and change management
- Identify opportunities for continuous improvement and growth
- Mentor and develop mid-level customer success and support teams and nurture an environment where they can excel through encouragement and empowerment
- Control resources and utilize assets to achieve qualitative and quantitative targets
- Contribute technical knowledge and perspective to the customer support team and drive diagnosis and troubleshooting for technical support and user issues
- Actively participate in meetings with multidisciplinary team leads and contribute unique perspectives and values
- Describe all functions, features, and details of our products and services to our customers
- Contribute to the creation of standard presentations and training materials for both internal and external audiences
- Support maintenance of a documented knowledge base to meet internal and customer needs and to steadily improve the standardization and efficiency of our support function
- Help us establish our reputation as a company that offers excellent customer support
Qualifications
- Exposure to startup work environment
- Experience with automation systems: Zapier, ITTT, Automate.io, Power Automate
- Proficiency in a CRM such as Hubspot, Salesforce, Zendesk, or other
- Proficiency in either Google Sheets, Excel, or both
- Ability to multitask effectively and follow through on tasks
- Technical training on integrated web applications
- Excellent communication skills, both written and verbal. Adept at communicating benefits and managing conflict where it arises
- Highly motivated, values-driven Customer Support team player with high energy, and enthusiasm
- Demonstrated success in consistently delivering against short and long-term objectives
- Demonstrated success in retaining customer relationships and identifying opportunities for partnership growth
- Demonstrated ability to solve complex problems involving cross-functional teams and stakeholders
- Detail and data-oriented with a proven ability to drive multiple projects forward simultaneously
- Willingness and ability to work a modified week or rotating on-call weekends
- Willingness and ability to travel to conferences and/or deployments as needed
- Ability to thrive in a fast-paced start-up environment
Soft Skills
- Active Listening
- Positive Vocabulary
- Managing Ambiguity
- Creative Problem Solving
- Time Management
- Follow-up Questioning
At Merit, we don’t just accept differences, we celebrate, support and value it for the innate benefit of our employees, the competitive advantage of our products, and the strength of the communities we are a part of. Merit is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.
Merit is dedicated to providing an accessible environment for all candidates during the application process and for our employees. If you need accessibility assistance or a reasonable accommodation, you may contact us at talent@gomerits.com.
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