Company:

Mercer

Description:

Business Support & Client Success Specialist

The Business Support & Client Success Specialist provides day-to-day support across participation activities, Client Success operations, internal business processes, and shared mailbox management. This role plays an important part in helping ensure client requests are handled promptly, participation activity is supported effectively, and internal operations run smoothly.

This is an early-career professional role suited for someone who is organized, responsive, and service-oriented, with the ability to coordinate across teams and manage multiple priorities. The position is primarily focused on internal business support, while also providing routine client-facing coordination related to participation requests and other inquiries received through shared mailboxes and intake channels.

The role works closely with leadership, Client Success, and internal partners to help ensure requests are routed appropriately, followed through consistently, and resolved in a timely manner. This position offers strong exposure to cross-functional work, meaningful business impact, and opportunities for growth over time.

Key Responsibilities

Participation and Client Success Support

• Support participation-related outreach, solicitation, follow-up, and coordination activities, particularly during participation season
• Assist with participation support needs across the team during peak periods
• Respond to routine client participation questions and support requests, and coordinate next steps with the appropriate internal teams
• Track participation activity, open items, and follow-up needs to help ensure timely resolution
• Support escalations, status follow-up, and communications related to participation and client success matters
• Help maintain organized processes that improve participation responsiveness and execution quality

Internal Business Support

• Provide business support across team priorities, recurring processes, and operational needs
• Help coordinate follow-up items, deadlines, and internal business requests
• Support leaders and partners by helping organize work, maintain continuity, and reduce gaps in execution
• Assist with tracking, documentation, and status management related to participation and Client Success work
• Contribute to process improvements that strengthen coordination, consistency, and service delivery

Mailbox and Request Management

• Manage the team shared mailbox and related intake channels
• Review incoming requests, questions, and support needs and direct them to the appropriate person or team
• Monitor open items and follow up as needed to help ensure timely response and resolution
• Respond directly to routine inquiries when appropriate
• Help organize mailbox activity, maintain visibility into request status, and reduce the risk of missed or delayed follow-up
• Escalate more complex or sensitive issues to the appropriate leaders or subject matter experts

Qualifications

• Experience in business support, client support, operations, coordination, or similar roles
• Strong organizational skills and attention to detail
• Strong written and verbal communication skills
• Ability to manage multiple priorities and follow through consistently
• Ability to coordinate effectively across teams and functions
• Experience managing shared mailboxes, request intake, or similar coordination workflows
• Ability to communicate professionally with clients and internal stakeholders
• Comfort using Microsoft Office tools such as Outlook, Teams, Excel, and Word

Preferred Experience

• Experience supporting participation, survey operations, client support, or related business processes
• Familiarity with participation-related support activities
• Knowledge of survey processes and business operations
• Experience working in a service-oriented or client-support environment
• Experience with tracking requests, coordinating follow-up, and supporting escalations

Experience using tracking tools or survey systems is a plus

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh is committed to embracing 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, veteran status (including protected veterans), or any other characteristic protected by applicable law. If you have a need that requires accommodation, please let us know by contacting [email protected].

Marsh 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 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.