Mercer Mettl - Assistant Manager - Sales Support/Customer Success

Assistant Manager - Sales Support

Key Responsibilities / Background:

As a Customer Success Manager, 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 MercerMettl.

This is an exciting opportunity to unequivocally influence our customers, and Mercer-Mettl's success.

Drive Customer Success activities and outcomes:

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

- Assist in increasing renewal and reducing churn.

- 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.

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

- Be the customer's 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.