Business Support & Client Success Specialist

Company:Mercer

Description:

We are seeking a talented individual to join our Career Products team, part of our people and investments business at Mercer, a Marsh McLennan business. This role will be based in Louisville, KY. This is a hybrid role that has a requirement of working at least three days a week in the office.

As a Business Support & Client Success Specialist, you will provide day-to-day support across participation activities, Client Success operations, internal business processes, and shared mailbox management. You will coordinate across internal teams to help ensure client participation questions and requests are routed appropriately, tracked consistently, and resolved in a timely manner—especially during peak participation periods.

We will count on you to:

• Support participation-related outreach, solicitation, follow-up, and coordination activities, particularly during participation season
• Respond to routine client participation questions and coordinate next steps with the appropriate internal teams
• Thrive and be motivated by an environment that embraces AI and technology-enabled tools.
• Track participation activity, open items, and follow-up needs to help ensure timely resolution
• Provide internal business support across team priorities, recurring processes, and operational needs (deadlines, follow-ups, documentation)
• Manage the team shared mailbox and related intake channels, routing requests and monitoring open items through resolution
• Escalate more complex or sensitive issues to appropriate leaders or subject matter experts as needed

What you need to have:

• Experience in business support, client support, operations, coordination, or similar roles
• Strong organizational skills and attention to detail, with the ability to manage multiple priorities and follow through consistently
• Strong written and verbal communication skills, with the ability to communicate professionally with clients and internal stakeholders
• Comfort using Microsoft Office tools such as Outlook, Teams, Excel, and Word

What makes you stand out?

• Experience supporting participation, survey operations, client support, or related business processes
• Familiarity with participation-related support activities and/or knowledge of survey processes and business operations
• Experience using tracking tools or survey systems to manage requests, follow-ups, and escalations

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 (NYSE: MRSH) is 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, visit marsh.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.