Assistant Manager

4 days ago

Gurugram, India Mettl Full time

About the Role:


As part of the team, you will be responsible for customer adoption, retention, and satisfaction of Mercer-Mettl's Key Accounts, which are focused on content-based use cases. 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-Mettl’s success.


  • Location: Gurgaon
  • Experience: 6-8 years
  • Educational Qualifications: Graduate


Key Responsibilities:


Drive Customer Success activities and outcomes:

  • Build and maintain relationships with our customers with empathy, managing timeliness and transparency.
  • Go for the extra-mile, by not only solving their issues but also delighting them thanks to your simple, efficient and caring communication. Be the customer’s voice across teams, working with:
  • MAT, Content, Tech and Support teams to ensure a successful delivery.
  • 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.
  • 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 user’s issues, by phone or email, by taking decisions and autonomously arbitrating complex cases.
  • Be the voice of the customer to the internal teams


Minimum Requirement:


  • 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.
  • Strong understanding of assessment categories and the process of assessment creation and its outcomes
  • 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.

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