Company:
MercerDescription:
About the Role:
At Mercer-Mettl, the Customer Success team is at the fore-front of delivering stellar experiences to our clients. A fast moving, high performing team responsible for managing our marquee clients across the globe. As a Customer Success Manager (CSM), you would be responsible for managing key/large accounts as well as stakeholders of specific regions. This role requires quick thinking/decision making along with collaboration with all internal and external stakeholders. Complex solutioning and ensuring smooth delivery of the same for our clients is the key focus area while monitoring the overall growth of accounts/clients.
Location:Gurgaon
Experience:4-6 years
Educational Qualifications: Graduate
Key Responsibilities:
Lead and manage all projects from initiation through to delivery, ensuring that all project/client objectives are met
Develop detailed project plans, including scope, timelines, budget estimates,
Collaborate with cross-functional teams to create custom solutions for clients and execute day-to-day tasks required for delivering projects
Manage multiple client accounts, from smaller projects to complex endeavors, with a focus on meeting or exceeding both team and client expectations
Monitor project progress, identify potential risks, and implement mitigation strategies to ensure project success
Effectively communicate project details to team members to align solutions with client requirements
Maintain open and transparent communication with clients, providing regular updates and progress reports
Foster a culture of continuous improvement by providing/seeking feedback, conducting post-project reviews and implementing learnings
Minimum Requirement:
Minimum 4-5 years of experience in a similar client facing role, experience in a B2B SaaS organization is a must
Strong interpersonal and communication skills, establishing trust with clients and team members
Exceptional project management abilities, including effective prioritization, multitasking, and meeting deadlines
Fundamental knowledge of project/client management, with proficiency in areas such as escalation management, project planning, stakeholder management
Proactive self-starter/hustler, comfortable working independently and collaboratively in a fast paced work environment
Excellent written, verbal, and listening skills
Demonstrated experience in negotiation, delegation and task management
Thrives in a fast-paced environment, adept at managing multiple accounts in various stages
Manages project progress tracking, updates, analysis, and life-cycle where applicable.
India
