Client Relationship Management - Specialist

About the role

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.

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 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.
• Cook up 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