Client Relationship Management - Specialist

Company:

Mercer

Description:

Are you interested in being part of a leading organization in the HR Services field? Do you want the opportunity to work with a dynamic team supporting multi-national clients across all industries around the world?

The Career – Products Account Manager will act as the main point of client contact and handle the day-to-day management for assigned Global Data Membership clients, Mercer | Comptryx and Mercer WIN |Advanced eIPE clients. The Account Manager is also responsible for retaining and growing revenue for the assigned book of business.

To fulfill this role, the Account Manager will:

• Act as the main point of contact for 30-35 moderate to highly complex memberships with any combination of Global Data Memberships, Mercer | Comptryx, and/or Mercer WIN |Advanced eIPE subscriptions.
• Proactively identify opportunities to promote to and sell to existing clients by analyzing available compensation and/or benefit survey data and/or data from sales campaign efforts.
• Create account plans for key clients to better understand the client’s business and industry, to strengthen the client relationship, and to retain and identify opportunities to grow the account.
• Act as subject matter expert on the client industries assigned. Stay abreast on external industry happenings and internal industry offerings/solutions.
• Facilitate the renewal process for existing clients, which includes creating fee quotes with the fee calculator tool, preparing a Membership Contract, and following Mercer’s standard peer review process to ensure accurate agreements are in place.
• Coordinate and facilitate new client introduction meetings and conduct ongoing regular client meetings via phone or in person as appropriate.
• Act as a subject matter expert on the internal Mercer suite of tools including Mercer WIN, Mercer|Comptryx and Mercer WIN Advanced eIPE platform.
• Facilitate annual survey participation for clients under management by coordinating with Mercer’s global support teams.
• Resolve questions regarding online tools and/or web access, resolve billing issues, and consult with clients providing suggestions around the clients' own benchmark compensation and benefit needs.
• Follow the Mercer process guidelines for managing engagement activities and keep member information updated in the Client Management system.
• Work with global support teams to identify and document all scope changes and on a regular basis track and revise information in the team tracking tools.
• Ensure both Mercer and the client are meeting the service level agreement by regularly reviewing client agreements and making any modifications that have occurred regarding the agreement.
• Lead and/or collaborate with team lead and other team members to identify process improvements for our offerings.

Qualifications:

• Bachelor’s Degree in a relevant field of study, MBA preferred
• Three to five years of experience in account management, sales, and/or compensation/benefits program administration or related field; corporate compensation/benefits or compensation/benefits consulting environment preferred
• Ability to articulate Mercer’s offerings to client base and proactively identify sales opportunities and retention strategies
• Ability to effectively and accurately manage multiple tasks and complex projects, with a sense of urgency, and in a fast paced environment
• Strong verbal and written communication skills
• Strong client relationship skills
• Ability to work collaboratively as part of a team

Mercer is a business of Marsh (NYSE: MRSH), 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 about Mercer, visit mercer.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, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting [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.