Client Relationship Management - Specialist

About the role

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

Responsibilities

• 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 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, strengthen the client relationship, and retain and identify opportunities to grow the account.
• Act as a subject matter expert on the client industries assigned. Stay abreast of external industry happenings and internal industry offerings/solutions.
• Facilitate the renewal process for existing clients, including 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 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 regularly 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 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, in a fast-paced environment.
• Strong verbal and written communication skills.
• Strong client relationship skills.
• Ability to work collaboratively as part of a team.

Schedule

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.