Strategic Customer Relationship Manager

4 weeks ago


Mangalore, Karnataka, India Vidpro Consultancy Services Full time

Job Description:

The ideal candidate will be responsible for building and maintaining strong relationships with strategic customers. This involves identifying their needs and requirements to promote our company's solutions and achieve mutual satisfaction. The goal is to contribute to sustaining and growing our business to achieve long-term success.

Key Responsibilities:

  • Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition.
  • Gain conceptual clarity on the usage of Cashfree products and be familiar with all the features of the products and dashboards.
  • Gain contextual familiarity with various issues that merchants can encounter and have an understanding of issue resolution.
  • Proactively monitor the business performance of key merchants and reach out to relevant internal teams to resolve issues identified.
  • Monitor and accelerate response speeds, resolution speeds, and quality of interactions by various support teams on tickets/issues raised by merchants.
  • Pick cases with very high interactions and own them up and solve them.
  • Intervene and solve big ticket items of merchants faster.
  • Collaborate with relevant backend teams, escalating accordingly if required, to solve issues pending on them.
  • Meticulously take note of merchant requests, assess feasibility, and work with relevant backend teams to fulfill the requirements on time.
  • For significant issues, get RCAs done by responsible teams and drive permanent fixes for the same.
  • Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics.
  • Drive great CSAT and NPS of key accounts managed.

Requirements:

  • 47 years of relevant experience in Key Account Management/Merchant Service/Merchant Experience and should be from B2B payments/Fintech or any other B2B SaaS background.
  • Relevant experience in client serving or merchant relationship management role.
  • Should have experience in handling L3 escalations or escalations from C-Level Executives of the merchant side.
  • Polished communication and strong problem-solving skills.

Key Skills:

  • Building key relationships
  • Client relationship management
  • Banking relationships
  • Enterprise relationship management
  • Problem-solving
  • Merchant experience
  • Communication skills
  • Account relationship
  • Customer relationship management
  • Building long-term relationships
  • Relationship management
  • Long-term relationship building
  • B2B SaaS
  • Builds relationships
  • Client servicing
  • C-Level
  • Building effective relationships
  • Build strong relationships
  • B2B payments
  • Bank relationship management
  • Executive-level relationship building
  • Strategic partner relationship management
  • Fintech
  • C-Level relationships
  • Business relationship management
  • Customer relationship management (CRM)
  • Relationship building
  • Establishing relationships
  • Relationship development
  • Building C-Level relationships
  • Client relationships strengthening


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