About the Role:

At Mercer-Mettl, the Customer Success team is at the fore-front 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 ensuring smooth delivery of the same for our clients is the key focus area while monitoring the overall growth of accounts/clients.

Location: Gurgaon

Experience: 4-6 years

Educational Qualifications: Graduate

Key Responsibilities:

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

Minimum Requirement:

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

Excellent written, verbal, and listening skills

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.

Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $23 billion and more than 85,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.

Marsh McLennan is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.