Zonal Head

As a Zonal Head in our Razorpay POS business division, specializing in Account management, you will be responsible for leading and managing the account management team within your designated zone/region. Your primary focus will be on nurturing relationships with existing clients, ensuring client satisfaction, and driving revenue growth through upselling and cross-selling strategies. You will play a pivotal role in aligning customer needs with company objectives and maintaining high levels of service delivery.
*** Responsibilities:
Client Relationship Management:
- Build and maintain strong, long-lasting relationships with key clients within the assigned zone.
- Serve as the primary point of contact for client inquiries, escalations, and relationship management.
- Understand client needs and objectives; propose solutions that align with their goals and drive value.
- Account Growth and Retention:
- Develop account plans and strategies to expand revenue opportunities within existing client accounts.
- Implement upselling and cross-selling initiatives to maximize account growth and retention.
- Monitor account performance metrics and KPIs; proactively address any
issues or concerns.
Team Leadership and Development:
- Lead, mentor, and motivate a team of account manager within the zone.
- Provide coaching, guidance, and performance feedback to ensure the team achieves individual and collective targets.
- Foster a collaborative and customer-centric culture within the account management team.
- Strategic Planning and Execution
- Collaborate with senior management to develop strategic plans and objectives for the account management team.
- Implement strategies to optimize customer satisfaction, loyalty, and overall business performance.
- Align account management activities with company goals and initiatives; contribute to the achievement of organizational targets.
Operational Excellence:
- Ensure seamless execution of account management processes, including contract renewals, service delivery, and issue resolution.
- Monitor compliance with service level agreements (SLAs), company policies, and regulatory requirements.
- Implement continuous improvement initiatives to enhance operational efficiency and client satisfaction.
Reporting and Analysis:
- Prepare regular reports and presentations on account performance, revenue forecasts, and market trends.
- Conduct data-driven analysis to identify opportunities for growth, risk mitigation, and process improvements.
Mandatory Requirements:
- Bachelor’s/master’s degree in business administration, Marketing, or a related field (master’s degree preferred).
- Proven experience in account management or client relationship management within the POS industry or a related field.
- Strong understanding of POS systems, payment processing technologies, and industry dynamics.
- Demonstrated leadership and managerial skills with a track record of successfully leading teams to achieve sales and client retention targets.
- Excellent communication, negotiation, and interpersonal skills; ability to build rapport with clients and internal stakeholders.
- Analytical mindset with proficiency in data analysis tools and CRM software.
- Ability to travel within the assigned zone and occasionally nationally as required.

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