Customer Success Associate

Job description

WHAT IS THE HARMONISE CUSTOMER SUCCESS TEAM?

The Customer Success Team is based in Glasgow and our role is to support, proactively engage and exceed customer expectations through our interactions about their flexible & Harmonise benefits. We pride ourselves in achieving excellent customer satisfaction scores every month which will be offered post call or email after a resolution has been provided.

We currently support 30 clients who have in the region of approximately 60,000 employees and for 2017 we will experience significant growth in clients and customers numbers. Our role in 2017 will be to transition our inbound contacts to self-service whereby our customers will not need to contact us unnecessarily which enables us to proactively engage with them to either on-board them to Harmonise and/or nurture their adoption of Harmonise.

WHAT DOES A SUCCESSFUL MEMBER OF THE CUSTOMER SUCCESS TEAM LOOK LIKE?

· Passionate about our customers and delivering a great customer experience
· Driven to succeed and willing to develop
· Enthusiastic team player
· Understanding customers, their needs and helps them on their journey
· Gathers customer intelligence and ability to articulate, communicate and share with Product
· Relentless in pursuit of excellence and where possible resolution
· Technically competent and social media savvy
· Proactive and responsive – ability to know when to apply each approach

WHAT WILL THE ROLE OF A CUSTOMER SUCCESS ASSOCIATE INVOLVE?

Your key focus will be to value our customers during every interaction & engagement and successfully nurture their customer experience on Harmonise. To do your absolute best to provide resolution and deliver an excellent customer experience. To enhance their lifestyle by engaging in meaningful and genuine conversations regarding their benefits.

Your role will evolve and you will be coached, nurtured and developed within the Customer Success Team.

This will evolve to ensure 80% of your activity is engaging with your own customer portfolio and you will be measured on your Customer Health Check, which will reflect your success in meeting customer needs and achieving excellent customer satisfaction. You will also be responsible for identifying self-serve opportunities for your customers and ensuring that these suggestions are followed through to fruition.

WHAT SKILLS & ATTRIBUTES WOULD YOU NEED TO BE SUCCESSFUL IN THIS ROLE?

· Outstanding written and verbal communication skills
· Self-starter
· Proactive in all aspects
· Ability to deliver consistent excellent customer satisfaction
· Self-learner who absorbs information quickly
· Impeccable grammatical and spelling skills
· Flexible with excellent time management
· Excellent IT skills & competent in use of Social Media; Twitter/LinkedIn/Blogging
· Confident in having the ability to conduct meaningful and personable conversations in order to add value
· Ability to confidently engage with customers at all levels
· Motivated to achieve and track your own Objectives and KPI's
· Ability to retain knowledge and learning

Desired profile

·  Minimum of GCSE English & Maths at level C and above or equivalent

Mercer is a global consulting leader in talent, health, retirement and investments. Mercer helps clients around the world advance the health, wealth and performance of their most vital asset – their people. Mercer's 20,000 employees are based in more than 40 countries. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), a global team of professional services companies offering clients advice and solutions in the areas of risk, strategy and human capital. We strive to develop our staff offering them training, support, progression options and exposure to technical work to help them develop their skill set as well as their career.

At Mercer we are open to flexible and part time working arrangements for new hires. The aim of our flexible working policy is to enable employees to balance work and home life more effectively, whilst meeting the needs of our business. This is another step towards us being an employer of choice. We encourage you to discuss your requirements with us when you apply for a role (we're very flexible!).