Strategic Account Manager

4 weeks ago


Bengaluru, Karnataka, India Vidpro Consultancy Full time

Sustain and grow our business to achieve long-term success. The ideal candidate will build strong relationships with strategic customers, identifying needs and requirements to promote Vidpro Consultancy's solutions and achieve mutual satisfaction.

Key Responsibilities:
  1. Develop trust relationships with a portfolio of major clients to prevent them from turning to competitors.
  2. Gain conceptual clarity on Cashfree product usage and become familiar with all features and dashboards.
  3. Understand various issues that merchants can encounter and develop an issue resolution strategy.
  4. Proactively monitor key merchant business performance and collaborate with internal teams to resolve identified issues.
  5. Accelerate response, resolution, and interaction quality by various support teams on tickets/issues raised by merchants.
  6. Prioritize and resolve high-interaction cases.
  7. Intervene and solve significant merchant issues faster.
  8. Collaborate with backend teams, escalating issues if necessary for prompt resolution.
  9. Meticulously note merchant requests, assess feasibility, and work with backend teams to fulfill requirements on time.
  10. Conduct root cause analysis (RCA) for significant issues and drive permanent fixes.
  11. Prepare regular reports on progress and forecasts for internal and external stakeholders using key account metrics.
  12. Drive excellent customer satisfaction (CSat) and Net Promoter Score (NPS) for managed key accounts.


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