Customer Champion

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 Clean Tech ® 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

As a Meritech team member, you’ll receive:

• $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.

The skills you bring:

• Communication & Negotiation: Skilled in diplomacy, persuasion, and conflict resolution.
• High…