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Customer Success Manager
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.Working at Mercell At Mercell, we're on a mission to revolutionize 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. That's what we're 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. Your Mission As a Customer Success Manager (CSM) at Mercell, you will be part of the Customer Success team. We are a team of 35 professionals delivering value to all customers by engaging in a consistent, sustainable, scalable way across all markets and solutions so that customers realize value in their investment with Mercell. This CSM role will work with customers in the private sector, suppliers delivering services and products to the public sector in Norway. 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 Relationship Management - Establish robust, deep and trusted relationships with the management team on the customer side while working seamlessly with our product, revenue and wider Customer Office teams to deliver a best-in-class customer experience. Customer Adoption - Ensure the customer is adopting our solution, ensuring full understanding of all functionality aligned to their identified user cases. Drive awareness of unknown or new functionality. Identify areas of adoption risk and establish mitigating programs. Account Retention - Proactively mitigate risk of churn. Report risks in timely manner; seek support from widerMercell business where required to ensure retention. Desired Business Outcomes - Ensure customers are meeting and exceeding their desired business outcomes so that they can quantify the value realized from their investment. Success Planning - Plan, review and celebrate progress towards, or achievement of, the customer's desired business outcomes through comprehensive success planning. Address challenges with a plan for mitigation, align on upcoming and future customer business objectives. Communicate regularly through Business Reviews. Account Expansion - Identify opportunities for further user cases and expansion. Partner with Revenue Team where required to qualify, understand and realize expansion opportunities to maximize customer spend. Required Qualifications Strong experience (ideally 5+ years) as a Customer Success Manager, Account Manager, Client Success Specialist or similar roles
