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Gurgaon

    Manager - Corporate Operations (CSM) - Gurugram, India - Mettl

    Mettl
    Mettl Gurugram, India

    3 days ago

    Default job background
    Technology / Internet
    Description

    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

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