Customer Success Manager

Working at Mercell

Mercell is an industry leading software companycreated in1999with the mission toreimagine 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 of30.000 buyers and suppliersacross geographies industries and sizes.Its 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 Extrovert
• Comfortable with difficult conversation
• Results driven and adaptable to changes
• Able to execute fast and effectively and move on
• Strategic (sees big picture and plans 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 longterm 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
• Strong interpersonal and communication skills to build and maintain client relationships & build partnerships
• Excellent problemsolving abilities to address customer issues and inquiries effectively
• Commercial acumen and organizational skills with the ability to handle multiple accounts effectively
• Fluent in English and Dutch

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: Netherlands Utrecht

Has this sparked your interest

Then we cant 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: 03 March 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 worklife 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!

Randy Nijstad Head of Customer Success NL & DK

Email:

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.