Senior Customer Service Analyst

We are seeking a talented individual to join our Operations team at Mercer. This role will be based in Gurugram. This is a hybrid role that has a requirement of working at least three days a week in the office.

Senior Executive- Customer Success (SPANISH_NIGHT SHIFT)

We are looking for a candidate with a minimum of 4-6 years of experience. At Mercer-Mettl, the Customer Success team is at the forefront 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 ensure smooth delivery of the same for our clients is the key focus area while monitoring the overall growth of accounts/clients.

We will count on you to:

• 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.

What you need to have:

• Self-starter, seeking a new professional challenge and a role with enormous growth potential in SaaS consulting, Online Product Company.
• Graduate with strong stakeholder management capabilities and executive presence.
• 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
• 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.

What makes you stand out:

• Expert in SPANISH Language (read, speak & write)
• Excellent verbal and written communication skills, comfortable interfacing with business users
• Good troubleshooting and technical skills
• Able to work independently

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.