At Mercury, we’re building a better way to bank* for all types of businesses. We started by imagining what the best banking platform for startups would look like and in just a few short years we have over 200,000 customers using Mercury’s products, supporting their businesses as they grow.
As a Relationship Manager at Mercury, your role will be grounded in engaging with our early-stage customer base (i.e. a startup that participated in a well-known accelerator or a solo-founder that raised their first round of vc-backed capital) to develop relationships focused on elevating their Mercury experience and ultimately supporting them in making the most out of our platform.
Working with a larger book of these accounts, you’ll aim to intimately understand how Mercury’s platform (feel free to check out our demo here) helps our customers simplify their day-to-day finances and focus on what’s most important to these customers: building their company. Directly collaborating with founders, you will identify meaningful opportunities to provide value, all measured against quarterly retention and growth metrics. This entails balancing a high-velocity approach with a curated and personalized experience for your customer base, supporting the long-term retention and ultimate growth of your book of business.
This will be a highly cross-functional role, working closely with Activation, Sales, Customer Support, Product and Marketing just to name a few. You will act as the internal champion for our customers being a crucial catalyst for product improvement. As an early member of the Relationship Management team, you’ll also play a key role in shaping core processes and organizational structure as we scale.
What you’ll do:
- Act as the primary point of contact for clients, serving as the face of Mercury and supporting them in optimizing their banking and financial workflows, with a keen focus on clear and concise communication for a fast-paced audience.
- Proficiently manage a large portfolio, implementing processes to ensure operational efficiency and effective engagement with clients.
- Upsell and cross-sell by introducing new features and products to our clients to drive product value and revenue.
- Navigate our tech stack (Salesforce, Outreach, Slack, etc.) to keep customer records up to date, with a focus on data hygiene.
- Collaborate cross-functionally with sales, customer support, product, engineering, marketing, and other cross-functional partners to best support your customers’ needs.
- Listen, educate, and provide value to Mercury’s customers, acting as their internal advocate. Summarize and share customer insights internally to assist in informing product roadmap moving forward.
Who you are:
- You have 2-3+ years of experience in a customer-facing Account Management, Customer Success, or Relationship Management role - bonus if in SaaS or FinTech spaces.
- You have experience creating impact for your customers while maintaining an eye for process and detail.
- You’re a natural communicator, consistently through your career showcasing the ability to engage effectively with all levels of stakeholders and decision-makers, translating complex information into clear, concise messages that resonate with your audience.
- You have a bias toward action. You actively listen to customers’ goals, enabling you to build and deliver high-quality engagement strategies, in turn supporting customers to get the most out of the platform.
- You’re excited to create and shape new processes and workflows as part of a new and fast-growing team.
- You have excellent time management and are confident prioritizing across concurrent and time-sensitive projects and priorities.
- You are effective at building strong relationships with internal stakeholders with a focus on mutual goal setting and driving initiatives forward.
*Mercury is a financial technology company, not a bank. Banking services provided by Choice Financial Group and Evolve Bank & Trust, Members FDIC.
The total rewards package at Mercury includes base salary, equity (stock options), and benefits.
Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role are the following:
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $126,800 - $149,200 USD
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $114,100 - $134,300 USD
- Canadian employees (any location): CAD 115,400 - 135,800
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