Manager - New Initiatives Sales

2 weeks ago

Bengaluru, Karnataka, India Razorpay Full time

The Role:

The Senior manager will be part of the overall relationship with assigned key accounts, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction. Establish a trusted and strategic advisory relationship to help drive continued value of our products and services.

Roles and Responsibilities:

Hunt and own merchants for RazorpayX & Capital including, owning their end-to-end onboarding Work closely with the product teams to share merchant feedback and share inputs around new product/feature requirements Manage team targets, goal setting and overall performance Experiment and lead business development in the Enterprise and Mid Market segment Provide detailed sales forecasting to the senior leadership Reduce churn and expand our footprint with the partnered business through identification and execution of new sales opportunities and focus on customer delight Understand customer lifecycle, personas, and drivers - ensure proper listening points & standardize interventions for each journey point, identify strategies for continuous quality & process improvement based on various customer segments for new initiatives Analyze the business goals, drive forecasting of customer touch point volumes, and work with workforce management to always have optimum capacity to be within the SLAs Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement Be in the know of the latest industry developments, CX best practices, and tools, and recommend strategies for continuous improvement

Mandatory Qualifications:

7+ years of work experience (Fintech experience will be preferred) Strong experience in operational excellence, customer success, customer research and analytics techniques, process improvement/ quality assurance Proven ability to take customer experience to the next level by undertaking cross-functional initiatives and well established collaborative approach Strong stakeholder management and communication skills Past team handling experience Strong stakeholder management and communication skills

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