Customer Success Manager

4 days ago


Mumbai, Maharashtra, India Mercell Full time

Unlock Business Potential with Mercell

At Mercell, we're revolutionizing public procurement, making it accessible and effortless for everyone involved. Our vision is a world where public buyers and visionary suppliers collaborate seamlessly to drive growth and innovation.

About the Role

As a Customer Success Manager at Mercell, you'll be part of our dynamic team responsible for delivering exceptional customer experiences. You'll work closely with our product, revenue, and wider Customer Office teams to establish trusted relationships with our clients in the private sector and suppliers delivering services and products to the public sector in Norway.

Key Responsibilities

  • Relationship Management: Establish robust relationships with customer management teams and collaborate with our product and revenue teams to deliver best-in-class customer experiences.
  • Customer Adoption: Ensure customers understand and adopt our solution, identifying areas of adoption risk and developing mitigation programs.
  • Account Retention: Proactively mitigate churn risk, reporting risks in a timely manner and seeking support from our wider business when needed.
  • Desired Business Outcomes: Work with customers to ensure they meet and exceed their desired business outcomes, quantifying the value realized from their investment.
  • Success Planning: Plan, review, and celebrate progress towards customer business objectives, addressing challenges through comprehensive success planning.
  • Account Expansion: Identify opportunities for further user cases and expansion, partnering with our revenue team to qualify, understand, and realize expansion opportunities.

Requirements

  • Strong experience as a Customer Success Manager, Account Manager, or similar role, ideally with 5+ years of experience.
  • Excellent interpersonal and communication skills to build and maintain client relationships and partnerships.
  • Ability to execute fast and effectively, moving on to customer cases as needed.
  • Fluent in English and Norwegian.

Preferred Qualifications

  • Experience in bid management and public procurement.
  • Affinity with IT and public tendering and procurement, with knowledge of TendSign a plus.
  • Data analysis skills to derive insights and trends from customer data.


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