Associate Client Manager @DARWIN

at  Mercer

The Associate Client Manager is accountable for the client’s satisfaction with our services and acts as a single point of escalation. He will support the client managers to deliver the operational plan to each client.
They will work alongside Darwin Delivery teams on a vast range of BAU activities for our clients, to ensure that our client managers can focus on delivering to the team’s revenue, retention and relationship targets.

YOUR EXPERIENCE & VALUES

• Excellent verbal and written communication skills in Romanian and English
• Experience liaising with clients in a B2B or B2C role (min. 2 years experience)
• Strong communication and presentation skills
• Ability to build strong internal and external relationships
• A solution-focused and driven person
• Ability to concurrently work on several clients and juggle multiple priorities when under pressure
• Bachelor’s degree or combination of education and experience required
• Good knowledge of Excel

• Owning the service delivery and implementation of the technology to our clients
• Providing excellent service and being the first point of contact for clients
• Managing client issues promptly with the help of our internal teams (sales, solutions delivery, technology & support)
• Ensuring all actions, issues and projects are appropriately managed and communicated via action logs, scoping documents and regular client calls
• Building a strong relationship with clients to identify problems and come up with appropriate solutions and upselling modules
• Achieving the KPIs, retention & growth targets
• Assisting with the completion of all Client Benefit Selection Window Planning and all annual milestone tracking to ensure we deliver and report achievements to our clients
• Updating and inputting accurate data into our CRM system
• Assisting the client manager in preparing for client meetings and follow-up actions.