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Manager Customer Advisory Solutions

1 month ago

Mumbai, India Setu Full time

Job Description: Manager/Senior Manager - Customer Advisory Solutions

We at Setu are looking for those who share our core belief - “Every Day is Game Day”. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.

Role Purpose:

The Solutions Manager/Sr Manager is a critical role at Setu and will work closely with customers at various stages of their life-cycle, from implementation and initial value to renewals and expansions. This includes user onboarding, adoption, training, and advisory services. The Solutions Manager functions as our customers’ trusted advisor and bridges the gap between Setu’s products and the ideal solution that our customers require.

In this role, you will be expected to build deep relationships with customer teams and funnel back short and long term requirements which need to be built back into Setu products. You will proactively review adoption of Setu products by customers and work with both customer and internal teams to increase adoption and customer retention. You will also assist Sales teams with solutioning and technical demos to prospects and play an important role in converting prospects to paying customers.

The responsibilities we entrust you with:

Client relationship management

  • Serve as the primary point of contact for assigned fintech and bank customers, developing a deep understanding of their business goals, challenges, and requirements.
  • Build and maintain strong, long-lasting customer relationships by proactively engaging with key stakeholders and decision-makers.
  • Regularly conduct business reviews and check-ins to ensure alignment between our solutions and customer objectives.

Solution onboarding and implementation

  • Collaborate with the implementation team to ensure smooth onboarding and integration of our open banking solutions into the customers' existing systems and processes.
  • Provide guidance to customers during the implementation phase, addressing any concerns or issues that may arise.

Customer success advocacy

  • Act as the voice of the customer within the organisation, advocating for their needs and requirements to internal teams, including product development and engineering.
  • Identify opportunities for upselling and cross-selling additional features or services that align with the customers' needs.

Problem solving and issue resolution

  • Troubleshoot and resolve customer inquiries, concerns, and technical issues in a timely manner, working closely with internal teams to find effective solutions.
  • Escalate complex issues to appropriate teams and follow up to ensure resolution.

Training and education

  • Provide customers with training sessions to ensure they are proficient in using our open banking solutions effectively.
  • Develop and maintain documentation, tutorials, and resources to facilitate self-service support for customers.

Customer insights and feedback

  • Gather and analyse customer feedback to identify trends, pain points, and areas for improvement in our solutions.
  • Use customer insights to contribute to product enhancement discussions and iterate on customer success strategies.

Years of Experience:

5 to 12 years in Client Engagement/Credit Underwriting/Credit Risk

Qualification :

Any Post Graduates