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About the Role:
The Account Management team at Mercer is responsible for managing and maintaining relationships with clients, as well as managing changes to client requirements while using the platform and its services.
We are seeking an experienced Senior Account Manager to join this team based in the London office.
This role would suit an experienced Account/Client Manager/Consultant with existing employee benefits or SaaS experience looking for a new opportunity to manage a portfolio of local and international clients.
Key Responsibilities:
- Develop a trusted advisor relationship with multiple stakeholders at the client to expand engagement across the client organization.
- Understand the client's strategic business objectives and those of individual stakeholders.
- Responsible for a portfolio of clients ensuring their success with Darwin.
- Use measures of client health to drive insights, identify and mitigate areas of risk, and take proactive action.
- Successfully retain a portfolio of clients through contract renewals, maintaining profitability.
- Provide excellent service and be the main point of contact for clients.
- Protect and retain client relationships and existing revenue.
- Work to retention and growth targets and other KPIs (Revenue, Pulse, and Retention).
- Help resolve client issues in a timely manner with the help of internal teams.
- Collaborate with sales, solutions delivery, technology, and support departments.
- Maintain all relevant systems such as JIRA, Confluence, and Salesforce with up-to-date information.
- Support marketing events and communications ensuring clients are invited to events and webinars and are sent relevant articles and Thought Leadership.
- Recognize client white space and seek out opportunities.
- Orchestrate and run Business review meetings – seek feedback from clients on what's working well/not.
- Prepare and present using best practice templates for business review meetings.
Requirements:
- Prior experience in a similar Account Manager/Consultant/Client Manager role.
- Experience working in Technology or Employee Benefits industry.
- Natural ability to build trust with senior stakeholders.
- Strong communications skills, with the ability to have honest conversations.
- Ability to prioritize.
- Ambitious, driven, and self-motivated.
- Confident with well-developed presentation skills.
What We Offer:
- A competitive benefits package including 25 days annual leave, up to 4 days of flexible bank holidays, excellent pension contributions, private medical cover, life assurance, income protection, employee assistance program, and a range of flexible benefits.
- A hybrid working model that nurtures a collaborative working environment in the office 3 days per week, allowing 2 days per week to be spent working remotely.
About Mercer:
Mercer is a global consulting leader in talent, rewards, and mobility, delivering advice and solutions that enable businesses and individuals to thrive. Our clients trust us to help them unlock growth, enhance competitiveness, and transform their workforces for the future of work.
