Mercell

Customer Success Manager

• Manage a defined customer portfolio, including scaled or high value strategic accounts
• Build trusted relationships with key stakeholders and act as a strategic advisor for high-value customers
• Own and resolve customer issues (onboarding, billing, contracts, access) via HubSpot, Jira, or similar tools
• Drive product adoption and clearly communicate customer value and outcomes
• Ability to deliver low-touch, digital-first customer engagement
• Contribute to renewal readiness by ensuring customer questions, blockers, and risks are addressed well ahead of renewal cycles.
• Partner with Sales, Product, Value Delivery, and Marketing on renewals, expansion, and customer feedback
• Act as the 'Voice of the Customer' to inform product and process improvements

Customer Success Manager, Supply Side

Account Executive

• Proactively identify, engage, and build relationships with key decision-makers across your market
• Translate the business pains of the organization into a value based selling approach to drive large strategic engagements
• Own the entire sales journey from first contact and discovery to negotiation, closing, onboarding, and upselling
• Confidently demonstrate the value and impact of Mercell’s SaaS platform to organisations of all sizes
• Maintain accurate and up-to-date CRM data in HubSpot, using insights to optimise pipeline and sales performance
• Stay ahead of developments in the local and European public procurement landscape to uncover new growth opportunities

• Build and maintain strong, long-term relationships with a portfolio of buy side customers.
• Act as the main point of contact throughout the customer lifecycle from onboarding to renewal.
• Drive product adoption, ensuring customers achieve their desired outcomes with Mercell solutions.
• Proactively identify opportunities to enhance customer value, including risk mitigation and growth pathways.
• Collaborate with Sales, Product, Support, and other teams to ensure seamless customer experience and continuous improvement.
• Represent the Voice of the Customer internally, providing insights that influence product and service enhancements.

Customer Success Manager – Buy Side

Customer Support

• Provide first-line support via phone, email, and digital channels to customers across different markets.
• Investigate platform-related issues and guide customers through solutions clearly and efficiently.
• Ensure accurate case documentation and follow-up in CRM/support systems.
• Escalate complex issues appropriately while maintaining ownership of customer communication.
• Contribute to maintaining high customer satisfaction and service level targets (SLAs).
• Identify recurring issues and proactively share feedback internally to improve product and processes.
• Support onboarding and basic product guidance for new customers where relevant.

Customer Service Representative

• Proactively identify, engage, and build relationships with key decision-makers across your market.
• Translate the business pains of the organization into a value based selling approach to drive large strategic engagements.
• Own the entire sales journey from first contact and discovery to negotiation, closing, onboarding, and upselling.
• Confidently demonstrate the value and impact of Mercell’s SaaS platform to organisations of all sizes.
• Maintain accurate and up-to-date CRM data in HubSpot, using insights to optimise pipeline and sales performance.
• Stay ahead of developments in the local and European public procurement landscape to uncover new growth opportunities.

• Handle and prioritise customer inquiries across phone, email, and digital channels, documenting all cases accurately in Jira and relevant support systems.
• Actively listen, provide clear and professional responses, and follow up to ensure full resolution, maintaining ownership throughout, even when escalation is needed.
• Investigate platform-related issues, guide customers through solutions efficiently, and escalate complex cases to the right teams while keeping customers informed.
• Support onboarding and basic product guidance for new customers where relevant, ensuring a smooth start with the platform.
• Collaborate with internal teams to identify recurring issues, contribute insights for product and process improvements, and keep knowledge base content up to date.
• Contribute to meeting customer satisfaction and SLA targets consistently across all markets.

Customer Service Agent, Multilingual

• Proactively prospect and engage with key decision-makers to drive business growth
• Work with both new clients to sell our latest platform and with existing clients to upsell to the new solution
• Managing prospects and clients to build and nurture relationships
• Manage the complete sales and upselling process, from initial contact to deal closure and onboarding
• Maintain accurate, up-to-date sales records and routinely update the CRM system
• Stay informed about the Swedish public procurement market

Sales Executive – Maternity Cover

• Respond to and handle customer inquiries regarding billing, price adjustments, and account information.
• Distribute and follow up on internal cases for quick resolution of customer problems.
• Maintain customer data in our CRM system and Case system and use tools to improve workflows.
• Build good customer relationships and work proactively to solve their needs.
• Support the Customer Success team in various projects and tasks.

Customer Success Assistant, Student

• Proactively prospect and engage with key decision-makers to drive business growth.
• Work with both new clients to sell our latest platform and with existing clients to upsell to the new solution, ensuring smooth transitions and maximum value.
• Managing prospects and clients to build and nurture relationships, acting as a trusted advisor throughout the sales process.
• Manage the complete sales and upselling process, from initial contact to deal closure and onboarding.
• Maintain accurate, up-to-date sales records and routinely update the CRM system.
• Stay informed about the Swedish public procurement market, using industry insights to fuel sales strategies and growth.

Sales Executive

Sales Development Rep

• Pipeline generation: proactively research, identify and engage key decision-makers across the German market through phone, email, and LinkedIn.
• Discovery & qualification: conduct deep-dive discovery calls to uncover prospect pain points, qualify leads using established frameworks, and secure high-quality meetings for Sales Executives.
• Strategic outreach: craft and execute personalized outbound sequences that effectively communicate the value of Mercell’s AI-powered platform.
• Collaborative partnership: work closely with Sales Executives to align on account-based strategies and support Marketing in nurturing and following up on inbound campaigns.
• Data excellence: maintain meticulous records in HubSpot, ensuring high data discipline and using CRM insights to optimize your outreach performance.
• Market intelligence: stay informed about trends in the European public procurement landscape to identify "sales leads" and triggers for proactive outreach.

Customer Success Manager, Supply Side

Account Executive

Customer Success Manager – Buy Side

Customer Service Representative

Account Executive

Customer Service Agent, Multilingual

Sales Executive – Maternity Cover

Customer Success Assistant, Student

Sales Executive

Sales Development Representative