AdressMercell is an industry leading software company,created in1999,with the mission tore-imagine tendering and unlock business opportunities.Mercell makes big scale buying easy, strategic sourcing simple, and monitorsthe tender market for companies, so they can grow their market share. We supporta diverse customer base of+30.000 buyers and suppliersacross geographies, industries and sizes.It's a great time to join us and shape the future ofMercell as werevolutionize the world of tender management.
Our culture is based on the Mercellian Spirit of continuous growth, curiosity, trust and courage. You will work in a dynamic internationalenvironment with ambitious and dedicated colleagues who are passionate about what they do, supported to be themselves and together create real value for the society.
Your Mission
In Mercell, a Customer Success Manager (CSM) 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.
The CSM analyzes customer portfolios, identifying growth opportunities, and actively works to mitigate any risks of churn. A key responsibility is managing renewals, orchestrating timely negotiations, and demonstrating the ongoing value of the solution. Beyond this, the CSM serves as the voice of the customer within the organization, advocating for their needs and influencing product development.
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 tosee thebig 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 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
- Data analysis skills to derive insights and trends from customer data
- Technical skills for basic troubleshooting and issue resolution
Start date: As soon as possible
Duration: Full time
Working hours:Hybrid remote
Location: Stockholm, Linkoping, Halmstad
Has this sparked your interest?
Then we can't waitto have you join our missionand 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: 21 January 2024. However, do not wait to submit your application - we will read applications and talk to potential candidates as we receive them.
What we Offer
Mercell is in a very exciting period and you will play an important role in our ambitious journey.
Mercell continuously provides great opportunities for growth within the organization. You will have a good opportunity to shape your role and determine your priorities. We look at what you deliver, not how you work or how many hours you spend on each task.
Growth | Curiosity | Courage | Trust
The Mercell core values - Growth, Curiosity, Courage and Trust - serve as a foundation for the decisions we make, how we drive our business and how we interact with our colleagues, customers and others. But they also serve as the basis for the opportunities that Mercell provides for its employees to develop and thrive in their field of work.
Our perks & benefits:
Inclusive culture where you are welcomed to be yourself
Flexible and hybrid work encouraging a work-life balance
Be a part of a collaborative team with high ambitions
Individual development opportunities
Health insurance and pension plan
Competitive salary package
Paid parental leave
Team lunch and fruits
Computer and iPhone/Android
Unlimited coffee, tea and soft drinks
Company events like Friday bars, Summer and Christmas parties and more!
(may differ per country/office)
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!
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.
Department *Customer Success Locations Halmstad , Linköping , Stockholm Remote status Hybrid Remote Employment type Full-time
