MI
Mercari, Inc.Senior CRM Specialist
Senior CRM Specialist managing CRM initiatives for Mercari's product offerings including Merpay and Mercoin. Leading strategy and project execution for optimizing customer experiences.
About the role
- Create a robust support system to provide comprehensive product assistance to customers, resellers, partners and pilots aimed at ensuring satisfaction, troubleshooting, and minimizing support requests.
- Establish and manage a self-sustaining customer success system, actively catering to customer requirements, elevating overall customer satisfaction and loyalty, while also adeptly handling exceptional use cases.
- Build and maintain strong customer relationships to enhance loyalty and retention.
- Deliver product training and education to maximize customer value.
- Coordinate with internal and external stakeholders for efficient and high-quality service delivery.
- Oversee customer operations, from booking to delivery, ensuring excellence and satisfaction with the help of internal and external team members.
- Manage data acquisition, including expanding drone pilot network and negotiating pricing.
- Project manage field operations, addressing issues promptly and maintaining customer communication.
- Coordinate legal, HSSE (health, safety, security & environment), logistical, and scheduling constraints for efficient project execution.
- Utilize organizational skills to manage multiple functions and projects simultaneously.
- Identify process gaps and streamline workflows for operational excellence.
- Create a structured customer onboarding process for smooth transitions and successful adoption.
- Anticipate risks and implement mitigation plans to minimize disruptions.
- Become an expert on Sitemark products and provide support to both internal and external stakeholders, assisting them with product usage and optimization.
Requirements
- Bachelor's degree or higher in a relevant field.
- Excellent English and Spanish communication skills (Italian, or any additional languages are a plus).
- Minimum two years of experience in high-tempo operational environments.
- Quick learner with strong decision-making and problem-solving abilities.
- Exceptional planning, scheduling, and stakeholder management skills.
- Ability to work independently and collaboratively in team settings.
- Proactive mindset with a focus on process improvements.
- Business and tech savvy, staying updated on industry trends.
- Analytical skills for data interpretation and insights.
- Persuasive communication style with diverse stakeholders.
- Familiarity with customer relationship management applications.
- Strong interpersonal skills and attention to detail.
- Nice to Haves: Experience in photogrammetry, Lidar, and UAV operations.
- Knowledge of the solar industry and regulations.
- Experience in customer success management.
Benefits
- Exciting job with continuous learning opportunities.
- Impactful role in a fast-paced, globally-focused tech company.
- Competitive salary package and attractive benefits.
- Collaborative and positive work environment.
- Interesting home working policy for flexibility.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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