Customer Success Manager
4 weeks ago
At Mercell, customer success is our top priority. We're seeking an accomplished Customer Success Manager to join our team and drive value for our customers in the private sector.
Customer Success Manager Role Overview:
The Customer Success Manager will be responsible for establishing and maintaining strong, trusted relationships with our customers in the private sector. This involves working closely with our product, revenue, and wider Customer Office teams to deliver an exceptional customer experience.
Key Responsibilities:
- Relationship Management: Establish robust relationships with customer management teams while collaborating with our product, revenue, and wider Customer Office teams.
- Customer Adoption: Ensure customers understand and adopt our solution, highlighting unknown or new functionality to drive awareness.
- Account Retention: Proactively mitigate risk of churn by reporting risks in a timely manner and seeking support from the wider Mercell business where necessary.
- Desired Business Outcomes: Ensure customers meet and exceed their desired business outcomes, quantifying the value realized from their investment.
- Success Planning: Plan, review, and celebrate progress towards or achievement of customer desired business outcomes.
- Account Expansion: Identify opportunities for further user cases and expansion, partnering with the Revenue Team to qualify, understand, and realize expansion opportunities.
Requirements:
- Strong experience as a Customer Success Manager, Account Manager, Client Success Specialist, or similar roles.
- Excellent interpersonal and communication skills to build and maintain client relationships.
- Excellent problem-solving abilities to address customer issues and inquiries effectively.
- Able to execute fast, effectively, and move on accordingly to customer cases.
- Fluent in English and Norwegian.
Preferred Qualifications:
- Experience in bid management and public procurement.
- Affinity with IT and public tendering and procurement is a plus.
- Data analysis skills to derive insights and trends from customer data.
About Mercell:
Mercell is a fast-growing technology company committed to taking care of our employees through initiatives such as hybrid work to support work-life balance, health and insurance plans, pension plans, paid parental leave, social happenings, and competitive salary packages.
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