Enterprise Client Services Administrator

5 months ago

Coleshill, United Kingdom Mercury xRM Full time

**Who we are**

Mercury is not just a company; we’re a transformative force in the world of SaaS for recruitment and staffing firms. Since our founding in 2014, we’ve been at the forefront, demonstrating a commitment to excellence and innovation that has allowed us to create a ground breaking SaaS platform, based on the Microsoft D365 and the Power Platform.

With a global presence in strategic locations, including Coleshill, London, Boston, Chicago, and Sydney, we’ve expanded at an impressive pace, breaking into Australia in 2019 and the US in 2020. We are now a dynamic team of 140 employees, and we’re not stopping there - we’re on track to double in size over the next 24 months.

Mercury is all about our customers, with over 100 worldwide and 8,000+ users experiencing the transformative power of our solutions. We’ve seen remarkable growth in headcount, surging by over 125% in the last two years. As a dedicated SaaS innovator, we are here to simplify and enhance the operations of recruitment and staffing firms.

**What you’ll do**

You will collaborate closely with the Enterprise Customer Success Manager and various departments and stakeholders to streamline administrative tasks and enhance client engagement. From coordinating and driving resolution to customer pain points to managing CRM support, this role ensures smooth operations and client satisfaction.
- Support the Enterprise Customer Success Manager (ECSM) by managing administrative tasks, freeing up valuable time for strategic client engagement and development.
- Act as a liaison between clients and a variety of internal stakeholders, coordinating customer pain points and ensuring timely resolution using a project manager mindset.
- Take ownership of tasks and follow-ups related to client interactions, maintaining meticulous records of client communications and actions taken.
- Collaborate with cross-functional teams, including development, support, product, and Professional Services, to address client needs and facilitate smooth project transitions.
- Keep clients updated on project progress and deliverables, ensuring a high level of satisfaction and retention.

**Who you are**
- Presentable and professional individual with a strong background in administration, demonstrating excellent organisational skills and attention to detail.
- Possesses analytical capabilities, allowing for a methodical approach to problem-solving and task management.
- Familiarity with CRM (or internal business) systems is advantageous, though prior experience is not mandatory as full training will be provided.
- Excellent verbal and written communication skills, enabling seamless collaboration with diverse teams and stakeholders.
- Demonstrates tenacity and a proactive attitude, with the ability to work collaboratively in a cross-functional environment, making recruitment experience a desirable but not essential attribute.

**Desirable**
- Previous experience in the recruitment industry or within a software company is highly desirable.

**Why Mercury**

At Mercury, we pride ourselves on fostering a vibrant company culture that strikes the perfect balance between professionalism and a modern, enjoyable work atmosphere. Our commitment to employee well-being and growth sets us apart. Here’s what you can expect when you join our team:

- **Healthy Work-Life Balance**: Hard work is essential, but we understand that it doesn’t mean endless hours. Unsociable work schedules are not the norm here. We believe in productivity and not burnout.
- **Agile and Empowered**: Our commitment to Agile and Scrum methodologies empowers our developers. From top management down, everyone understands the importance of efficient processes and collaboration.
- **Flexible Environment**: We embrace flexible working arrangements. Whether it’s remote work or flexible hours, we trust our employees to find the balance that suits them best.
- **Open Communication**: Transparency is key. We encourage open dialogue, active listening, and constructive feedback. Your voice matters.
- **Gratitude and Autonomy**: We appreciate hard work and celebrate achievements. You’ll have the autonomy to make an impact and contribute meaningfully to our success.
- **Accessible Leadership**: Our leadership team is approachable and supportive. You’ll find guidance and mentorship readily available.
- **Equality and Inclusion**: We champion diversity and equality. Everyone deserves respect, fairness, and equal opportunities.
- **Investment in Growth**: We provide training and career growth opportunities. Don’t just take our word for it—our team members’ testimonials speak volumes.

**What we offer**
- Competitive salary
- Great learning and development plan
- Microsoft certifications paid for and supported by Mercury
- Permanent Health Insurance (PHI)
- Health Cash Plan
- Critical Illness Cover
- Electric Car Vehicle Scheme
- 4% Employer Pension Contribution
- 25 days holiday per year
- 1 full extr

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