Senior Manager

4 weeks ago

bangalore, India Razorpay Full time

The Role:

The Senior Manager will coach the team to nurture and farm existing relationships 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:

Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them. Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time Collaborate, problem solve, and/or strategize upcoming client meetings with team members Prepare necessary documentation or visuals for clients to demonstrate performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement. Work with the sales and marketing team to drill customer references and develop case studies. Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings. Maintain existing customer success metrics and data as directed. Lead campaigns and promote proactive customer contact strategy to manage and improve Churn, Retention & Customer Delight at a product level Prepare necessary documentation or visuals for internal stakeholders to demonstrate performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement

Mandatory Qualifications:

6+ years of total experience out of which 3 years has to be in customer success or account management within the banking industry or a Fintech company Candidate from a product-based background is preferable with an understanding of current account and digital solution/payments reconciliation/API payouts(neo banking products) Active team player,self-starter, and multitasker who can quickly adjust priorities. Farming-experience in retention, Upselling and cross-selling. Experience into digital banking solutions/digital solutions/API payments/escrows and B2B SAAS sales is mandatory.

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