Working at Mercell
At Mercell, we're on a mission to revolutionise public procurement, making it accessible and effortless for everyone involved. Imagine a world where public buyers and visionary suppliers come together seamlessly to make a great deal easier and shape the future. That's what we're all about.

With a dynamic culture built on continuous growth, trust, and collaboration, Mercell offers an environment where your talents can thrive. You will be part of an international environment with ambitious and dedicated colleagues who are passionate about what they do and supported to be themselves.

Your Mission
This is an opportunity to make a significant impact on Mercell's success by minimizing churn and maximizing customer retention within the Nordic Public Procurement sector. As a Winback Specialist at Mercell, you will report to the Head of Customer Success and be a crucial part of our customer-facing teams, collaborating closely with sales, customer success, and support. Your mission is to proactively re-engage churned customers, understand their reasons for leaving, provide tailored solutions, and convert them back into loyal Mercell users. This role is vital in recovering lost revenue, ensuring accurate data management, and contributing directly to the company's growth and stability.

Core Responsibilities

• Proactively engage with churned customers (both early and late), conducting thorough investigations into the reasons for churn.
• Develop and execute effective strategies to re-engage and secure the return of dissatisfied clients.
• Act as the primary contact for churned customers, providing exceptional service and support throughout the winback process.
• Ensure accurate and timely data management for all winback activities, contributing to reliable reporting and analysis.
• Handle specific cases involving cancellation requests, ensuring correct process execution and the proper setup of new agreements when applicable.
  

Required Qualifications

• Proven experience in outbound sales or a highly proactive customer-facing role, particularly within a SaaS environment.
• Demonstrated success in achieving and exceeding targets and KPIs.
• Strong written and verbal communication skills, including proficiency in cold calling and persuasive email writing.
• Resilience and persistence in outbound outreach, with a track record of overcoming objections and navigating challenging interactions.
• Fluency in one or several Nordic languages and English is required.
  

Preferred Qualifications

• Curiosity and a consultative mindset, with the ability to identify customer needs and tailor solutions effectively.
• Ability to learn and convey value propositions clearly and compellingly.
• Strong time management and self-organization skills, with a focus on prioritizing high-impact activities.
• Experience with CRM systems such as SalesForce or HubSpot.
• Experience within the public procurement market is a plus.
  

Start date: As soon as possible
Duration: Full time
Workplace type: Hybrid remote
Location: Stockholm, Sweden
Application Deadline: June 9, 2025. However, do not wait to submit your application - we will read applications and talk to potential candidates as we receive them

What we Offer
As a growing technology company, we are committed to taking care of our employees through initiatives such as hybrid work to support your work-life balance, health and insurance plans (may differ per country/office), pension plans, paid parental leave, social happenings and competitive salary packages. Please see https://career.mercell.com/post/our-perks-benefits to get more insights on what to expect of perks, benefits and culture when joining Mercell.

Has this sparked your interest?
Then we can't wait to have you join our mission and look forward to receiving your application!

We may carry out background checks on applicants to verify information that appears on CVs and other documentation. This background check is carried out by an external party and is not carried out without the consent of the applicant. Current applicants will receive further information about this.

We may carry out background checks on applicants to verify information that appears on CVs and other documentation. This background check is carried out by an external party and is not carried out without the consent of the applicant. Current applicants will receive further information about this.