Partner Success Specialist

Company:

Marsh Corporate

Description:

We are seeking a talented individual to join our Partner Success team at Marsh. This role will be based in Toronto, Bremner and offers a hybrid work arrangement, requiring a minimum of three days per week in the office.

The Partner Success Specialist will play a key role in supporting the Partner Success team’s strategic initiatives while also executing tactical tasks as assigned by the Partner Success Manager. You will assist in managing partner relationships by conducting regular check-ins, gathering feedback, and ensuring that clients receive the necessary support. Additionally, the Partner Success Specialist will collaborate with team members to enhance customer engagement and satisfaction, contributing to the overall success of the Partner Success Team. This role is essential for driving operational efficiency and delivering high-quality service to our partners.

We will count on you to:

• Assist in establishing and nurturing relationships with key IT stakeholders (TPM) through regular check-ins, feedback gathering, and issue support.
• Support the Partner Success Sr Specialists and Manager by participating in team activities and sharing insights. This includes engaging in training sessions and contributing to a positive team environment.
• Support the onboarding of new services by gathering requirements from partners and Core Tech, following up with teams, and helping facilitate workshops and early-phase support.
• Track and organize customer health metrics (e.g., usage statistics and satisfaction scores) to surface trends and potential issues.
• Assist in the execution of partner success plans by helping to gather information on stakeholders' goals and objectives. This includes supporting the identification of key performance indicators (KPIs) and contributing to the review of progress.
• Collaborate with various internal teams to ensure a seamless customer experience. This involves sharing insights from stakeholder interactions and assisting in the coordination of efforts to resolve issues.
• Identify service issues, continuous improvement opportunities by proactively addressing risks to customer satisfaction and improving the overall customer experience.

What you need to have:

• Bachelor’s degree in Business, Marketing, or a related field
• 3+ years of experience in a Partner Success, Account Management, Service Delivery or a related role, preferably within an IT Services vendor organization.
• Strong verbal and written communication skills, with the ability to build rapport and trust with stakeholders while effectively conveying information.
• Demonstrated ability to influence senior stakeholders without formal authority
• Basic knowledge of managing and supporting customer accounts, with a focus on customer satisfaction and retention.
• Ability to gather, interpret and present data to assist in making informed decisions and identifying trends related to customer health and engagement.
• Ability to assist in navigating customer situations and identifying solutions to address their needs and concerns.
• Strong PowerPoint skills and working knowledge of the MS office suite
• Basic proficiency in industry tools such as ServiceNow and Planview.

What makes you stand out?

• Strong interpersonal skills, proactive attitude, and eagerness to learn and contribute
• Able to build rapport with ease
• Lateral thinker
• Meticulous attention to detail
• Familiarity with ITIL service management
• Ability to balance participation in special projects with weekly deliverables (time management)

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have an impact on colleagues, clients, and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005, Marsh will provide a reasonable accommodation to employees and prospective employees to the point of undue hardship upon request and as required in respect of the individual’s particular restrictions and limitations. If you require a specific accommodation because of a disability or medical need, please contact [email protected].

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

The applicable base salary range for this role is $71,000 to $106,500.

The base pay offered will be determined on factors such as experience, skills, training, location, certifications, education, and any applicable minimum wage requirements. Decisions will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

We are excited to offer a competitive total rewards package which includes health and welfare benefits, tuition assistance, retirement programs as well as employee assistance programs.

This is a New position.