Customer Success Manager

• Driva utvecklingen av ERP- och CRM-lösningar med fokus på effektiva processer och smarta arbetssätt
• Identifiera, prioritera och genomföra förbättringsinitiativ för datakvalitet, användarupplevelse och verksamhetseffektivitet
• Identifiera möjligheter inom automatisering, AI och digitalisering
• Arbeta som strategisk rådgivare nära ekonomi-, inköps- och kommersiella funktioner
• Ta fram lösningsförslag, kravbilder och förbättringsplaner
• Driva förändringar från idé till implementering
• Samarbeta med leverantörer, koncern och interna intressenter
• Arbeta med integrationer, dataflöden, SQL-analyser, rapportering och teknisk felsökning
• Hantera incidenter och systemrelaterade problem samt identifiera rotorsaker och driva långsiktiga förbättringar
• Bidra till utvecklingen av Culligans nordiska IT-funktion och framtida CRM-landskap

Application Specialist – ERP, CRM

• Lead a portfolio of 20–25 ERP customers
• Ensure smooth and predictable service delivery
• Confirm schedules, coordinate allocations, maintain continuity of customer work, and set clear expectations
• Generate billable work and maintain approximately 50% billability
• Coordinate and report on ticket SLAs
• Lead customer cooperation and help customers maximize the value of NetSuite
• Monitor NPS and customer feedback and adjust services accordingly
• Drive ARR growth and profitability through upsell/cross-sell opportunities and feature advice
• Conduct customer profitability analyses, identify risks and improvement opportunities, and prepare action plans
• Coordinate internal delivery and development teams
• Align internal competencies with customer needs and track roadmap and development progress
• Oversee contracts and keep systems updated
• Manage escalations and involve appropriate experts
• Provide hands-on NetSuite advisory and development work, including roadmap planning, issue resolution, and value-adding analysis
• Collaborate with the Head of Customer Success, Head of Continuous Services, account executives, service delivery teams, project managers, and colleagues across functions

• Own a portfolio of supplier customers across assigned markets, acting as primary point of contact and trusted advisor throughout the customer lifecycle
• Proactively identify customer friction points using HubSpot data
• Channel actionable customer feedback to the Product team to shape the roadmap and service experience
• Drive retention and growth by identifying expansion opportunities and collaborating with Sales
• Build and maintain relationships with key customer stakeholders
• Ensure customers see consistent value from the Mercell platform
• Own and resolve defined categories of customer issues raised via HubSpot, Jira, or similar systems, including onboarding, billing questions, contract terms, access issues, and product transitions
• Help supplier customers discover, access, and win public tenders through Mercell's platform