Mercer Mettl - Senior Associate/Assistant Manager - Customer Success

Key Responsibilities / Background:

As part of the team, you will be responsible for customer adoption, retention, and satisfaction of Mercer-Mettl's Key Accounts. Through partnership and collaboration, you will provide consulting services for customers and maximize value from their investment in Mercer-Mettl. This is an exciting opportunity to unequivocally influence our customers, and Mercer-Mettls success.

Drive Customer Success activities and outcomes:

- Build and maintain relationships with our customers with empathy timeliness, and transparency.

- Go for the extra-mile, by not only solving their issues but delighting them thanks to your simple, efficient and caring communication.

Be the customers voice across teams, working with: 

- Sales around cross-sell, up-sell, and on selling with a retention focus. 

- Marketing around marketing to existing clients. 

- Product around driving product roadmap. 

- Sales/Finance around measurement and forecasting. 

- MAT, Content, Tech and Support teams to ensure a successful delivery.

- Opportunity identification to partner with Sales for Cross-sell/Up-sell. 

- Influence future lifetime value through higher product adoption and overall health scores. 

- Drive new business growth through greater advocacy and reference-ability. 

- Operational excellence, including timely consumption engagement management, renewal enablement, and high-quality reporting and insights. 

- Crack our users issues, by phone or email, by taking decisions and autonomously arbitrating complex cases.

Qualifications:

An enthusiastic and creative contributor with a desire for continuous learning and growth. 

- Experience in customer-facing roles of handling large and enterprise clients. 

- Ability to manage influence through persuasion, negotiation, and consensus building. 

- Strong empathy for customers AND passion for revenue and growth. 

- You want to help and serve our customers: They win, so you win. 

- Eager to learn, adapt and perfect your work; you seek out help and put it to effective use. 

- Excellent communication and presentation skills.