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Associate Client Success Manager – Mercer – London

The company: Mercer

Darwin is changing Benefits for Good. Our unique and innovative SaaS platform has transformed the employee benefits industry. We are fast paced, ambitious, people-focused and on a journey to innovate and develop products that truly impact people’s lives and the market in which we operate.

We are part of Mercer Marsh Benefits (MMB), a 7,000 person strong community of specialists in health, benefits and employee wellbeing. This affords us a massive opportunity to impact the lives of tens of millions of people around the world. Darwin, is changing benefits for good in eight out of the top ten technology companies in the world and has a wealth of clients across a diverse range of sectors. In fact, more than 2 million people are already using our platform.

This is a great entry level opportunity for a recent College/University leaver looking for their first step into a career in Client Relationship/Account Management.

The role:

• The Client Success team are responsible for managing the client relationships, dealing with any and all queries the client may have and ensuring a seamless delivery of service
• As an Associate Client Success Manager, you will support Lead Client Success Managers looking after a number of accounts and will be responsible for solving any client day-to-day needs and answering standard client questions to improve the client experience. As you gain experience, the size of client work and ownership can increase.

What can you expect?

• An opportunity to join an established team
• A platform to build on existing knowledge and an opportunity to learn new skills in a continuous improvement environment
• To build and maintain an excellent rapport with our clients, providers and colleagues across the Group
• Learn all about Darwin™, and how to apply it to meet our clients’ needs.

What you will be rewarded with?

• An opportunity to work in a fast growing, innovative company with excellent career opportunities that is part of a global leader in employee health and wellbeing;
• Fast-paced, agile work environment and the opportunity to work with our impressive clients;
• A fail-friendly environment that encourages learning and initiative;
• We champion flexible working, and our mission is to help you find YOUR work-life balance through a number of flexible work options;
• Comprehensive benefits programs including: excellent pension contributions, private health insurance, tuition assistance, employee assistance program, career mobility, employee network groups, volunteer opportunities, and others!

We will rely on you to:

• Serve as a client contact for day-to-day needs and respond to Client questions in a timely a manner, providing regular follow ups as necessary.
• Assist more senior Client Success Managers with day to day account management processes particularly the coordination of business change.
• Manage and record all activities in the workflow system to ensure timely follow up by client, carriers and client success team.
• Begin to maintain relationships with less complex clients, prospects, client teams and producers to provide best in class service and drive growth.
• Keep abreast of changing market condition and understands and complies with all compliance, professional and transparency standards to better serve clients.

What you need to have:

• Strong organisational skills and the ability to manage multiple tasks in a busy environment.
• Be curious and a natural problem-solver, as benefits can be a complex but stimulating topic.
• Be a confident relationship-builder, as strong verbal and written communication with our clients, is vital.
• Embrace challenges and be very goal-focused.
• Thrive when working in teams, and be great with people.

What makes you stand out:

• Have a passion for Client Delivery
• Strong desire to learn and grow
• Ideally have some Stakeholder/Client Mgmt. experience

About us

Mercer provides insights, advice and technology-driven solutions to help build brighter futures for our clients, colleagues and communities. Together, we’re redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being.

Mercer’s more than 25,000 employees are based in 44 countries, and the firm operates in over 130 countries.

Mercer is a business of Marsh & McLennan Companies (NYSE: MMC), the world’s leading professional services firm in the areas of risk, strategy and people, with 76,000 colleagues and annualized revenue approaching $17 billion. Through its market-leading businesses, including Marsh, Guy Carpenter and Oliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment.

Marsh & McLennan Companies and its affiliates aim to attract and retain the best people regardless of their gender expression or identity, marital and civil partnership status, ethnic origin, nationality, age, background, disability, sexual orientation or beliefs.