Customer Success Manager (Maternity Cover)

Working at Mercell

At Mercell, were on a mission to revolutionise public procurement, making it accessible and effortless for everyone involved. Imagine a world where public buyers and visionary suppliers come together seamlessly to make a great deal easier and shape the future. Thats what were all about.

With a dynamic culture built on continuous growth, trust, and collaboration, Mercell offers an environment where your talents can thrive. You will be part of an international environment with ambitious and dedicated colleagues who are passionate about what they do and supported to be themselves.

Together, lets shape the future and create real value for society, one innovative solution at a time.

Your Mission

In Mercell, a Customer Success Manager (CSM) - Buyer side, plays a pivotal role in fostering strong, lasting relationships with our customers. Acting as a strategic partner, the CSM is dedicated to ensuring the optimal use and satisfaction of the product. This dynamic role involves proactive engagement, where the CSM collaborates closely with customers, understanding their evolving needs and guiding them through the value our products bring them. This CSM role will work with mainly customers in the public sector. For example universities, hospitals and municipalities are part of our customer portfolio.

We see the following qualities as important to thrive and evolve in this role:

• Proactive
• Team collaborator with high energy
• Comfortable with difficult conversation
• Results driven and adaptable to changes
• Strategic mindset with the ability to see the big picture and plan long term

Core Responsibilities

• Proactive customer engagement: Initiate regular communication with customers to understand their evolving needs and maintain an ongoing dialogue.
• Success planning: Collaborate with customers to establish and maintain success plans, outlining clear goals and milestones aligned with their objectives.
• Customer retention strategies: Develop and implement effective strategies to enhance long-term relationships with customers, ensuring continuous improvement for maximum satisfaction.
• Account health management: Establish and maintain a systematic approach to monitor and assess customer health, identifying potential issues and risks that could impact satisfaction.
• Renewals management: Collaborate proactively with customers well in advance of contract renewals, demonstrating the ongoing value of the product to ensure successful renewals.
• Risk mitigation: Identify and address potential churn risks, developing and implementing strategies to mitigate risks and retain customers.
• Customer advocacy: Act as a dedicated advocate within the company for customers, representing their needs and encouraging their participation in case studies, testimonials, and advocacy programs.

Required Qualifications

• Strong experience (ideally 5+ years) as a Customer Success Manager, Account Manager, Client Success Specialist or similar roles
• Commercial acumen and organizational skills with the ability to handle multiple accounts effectively
• Strong interpersonal and communication skills to build and maintain client relationships & build partnerships
• Excellent problem-solving abilities to address customer issues and inquiries effectively
• Able to execute fast, effectively and move on accordingly to the customer cases
• Fluent in English and Swedish

Preferred Qualifications

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

Start date: As soon as possible

Duration: Full time/Temporary - Maternity Cover (around 14 months)

Workplace type: Hybrid remote

Location: Sweden (Stockholm, Linkoping, Halmstad)

What we Offer

As a fast growing technology company, we are committed to taking care of our employees through initiatives such as hybrid work to support work-life balance, health and insurance plans (may differ per country/office), pension plans, paid parental leave, social happenings and competitive salary packages. Please see https://career.mercell.com/posts/our-perks-benefits to get more insights on what to expect of perks, benefits and culture when joining Mercell.

Has this sparked your interest?

Then we cant wait to have you join our mission and looking forward to receiving your application.

We will continuously invite qualified candidates for job interviews and will close the job post as soon as we have found the right candidate for this role.

Application Deadline: 31 May 2024. However, do not wait to submit your application - we will read applications and talk to potential candidates as we receive them.

Questions for this position?

We hope you got all your questions answered and you feel confident applying for this position, however if you have more questions or doubts regarding the position, please contact the hiring manager directly.

Happy to chat with you!

Hiring Manager: Cecilia Tengborn, Head of Customer Success NO & SE

Email: cecilia.tengborn@mercell.com

We may carry out background checks on applicants to verify information that appears on CVs and other documentation. This background check is carried out by an external party and is not carried out without the consent of the applicant. Current applicants will receive further information about this.