Client Delivery Manager
We are seeking a Client Delivery Manager to join our team at Marsh. This role will be based in Mexico City. This is a hybrid role that has a requirement of working at least three days a week in the office. As a Client Delivery Manager at Marsh, you will be responsible for supporting the Partner Success Lead Specialists and the overall partner success strategy by managing their own portfolio of partner relationships (TPM) and delivery against strategic and tactical goals / work.
We will count on you to:
- Responsible for establishing and nurturing long-term relationships with key stakeholders (TPM) within business IT units.
- Support the Manager in mentoring and developing junior team members, sharing best practices, and contributing to a positive team environment.
- Assist in the Service Take On process, ensuring that the Core Tech teams effectively engage with BU IT Teams to understand their needs and ensure the correct services are provided.
- Assess customer health metrics, such as usage statistics, satisfaction scores, and engagement levels. By analyzing this data, they can identify trends, potential issues, and opportunities for improvement.
- Collaborate with various internal teams to ensure seamless customer experience. This involves sharing insights from stakeholder interactions, coordinating efforts to resolve issues, and ensuring that all teams are aligned in their approach to customer engagement.
- Assist in identifying service issues and collaborating with the Manager and wider Core Tech teams to develop strategies to mitigate churn
What you need to have:
- 5+ years of experience in Partner Success, account management, or a related field, preferably within an IT Services vendor organization.
- Proven track record of managing and growing customer accounts, with a focus on customer satisfaction and retention.
- Strong analytical skills with the ability to interpret and present data allowing for data-driven decisions.
- Excellent communication and interpersonal skills, with the ability to build rapport and trust with stakeholders. Excellent PowerPoint skills
- Strong problem-solving skills and the ability to navigate complex customer situations.
- Proficient in tools like Service Now and Planview is preferable
- Advanced Level of English is a Must
Why join our team:
- We help you be your best through professional development opportunities, interesting work and supportive leaders.
- We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
- Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
Marsh McLennan (NYSE: MMC) is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit marshmclennan.com, or follow on LinkedIn and X.
Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.
Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.