Manager - Corporate Operations (csm)

Last update 2024-05-18
Expires 2024-06-18
ID #2156951788
Manager - Corporate Operations (csm)
India, Haryana, Gurgaon,
Modified May 16, 2024


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:

Team leading experience of at least 2 years.
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.

Keywords: Project Management, Client Management, Upselling, cross selling, Customer Success

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Manager - corporate operations (csm)

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