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
- Take ownership of a portfolio of Enterprise customers, as their main point of contact.
- Prescribe recommendations for configuring our software for a range of use cases in the heavy industries.
- Monitor customer account health, identify customers at-risk of churn and take proactive steps to address present/upcoming risk.
- Identify opportunities to upsell our existing customer base, looping in an Account Manager as required.
- Monitor feature utilisation, and take proactive steps to increase feature adoption and engagement where opportunities exist.
- Effectively use tools such as Salesforce, Front and Vitally to ensure key client information is captured and shared internally.
- Respond to incoming NPS survey responses, collect customer feedback and relay insights to our product team.
- Help resolve support queries and escalate issues to our product team if required.
- Build long-lasting relationships with customers to increase retention, minimise churn and drive loyalty & advocacy.
Requirements
- Experience in Customer Success with large clients, or some experience in another customer-facing role.
- Strong communication skills.
- Comfortable with transparency.
- Project Management skills.
- Built world experience (nice to have).
- Demonstrated top-down software implementations (nice to have).
- MS suite (Power BI, Sharepoint, Excel) and G-suite proficiency.
Benefits
- You will be remunerated based on your performance. If you are performing well, you won’t need to wait 3 years or have to find better offers elsewhere to receive an increase to your remuneration. 7 out of the last 10 remuneration increases for Sitemate team members have been made pro-actively by management, without the individual needing to even raise the topic of remuneration.
- You will get a laptop and a budget to set up your home office.
- You will have visibility into the standardised career development plan for your role, and access to a professional learning and development budget.
- You will get additional benefits and support as parents - with paid leave for both primary (min. 16 weeks) and secondary carers (min. 6 weeks) including adoption, as well as support and leave for the tragic circumstances of stillbirth or miscarriage.
- You will have 20 days PTO, as well as paid compassionate & bereavement leave, sick & carer’s leave, and the ability to work from anywhere for a few weeks per year.
- You will get equity options and ownership in Sitemate on a standard vesting schedule.
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