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Assistant Manager- Corporate Operations (Customer Success)

Role: Assistant Manager- Corporate Operations (CSM)

Functional Area: Customer Success / Client Delivery / Project Management Educational Qualification: Graduate / Post Graduate (MBA/ PGDM preferred)

Experience: 4-6 years

Location: Gurgaon

Key Responsibilities:

As part of the team, you will be responsible for customer adoption, retention, and satisfaction of Mercer-Mettl's Key Accounts. 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.

Drive Customer Success activities and outcomes:

• Build and maintain relationships with our customers with empathy timeliness, and transparency.

• Go for the extra-mile, by not only solving their issues but delighting them thanks to your simple, efficient and caring communication. Be the customer’s voice across teams, working with:

o Sales around cross-sell, up-sell, and on selling with a retention focus.

o Marketing around marketing to existing clients.

o Product around driving product roadmap.

o Sales/Finance around measurement and forecasting.

o MAT, Content, Tech and Support teams to ensure a successful delivery.

• 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.


• 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.

• 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.

• Excellent communication and presentation skills.

gurugram, UP, IN