Associate - Mid Market Accounts

2 weeks ago

Bengaluru Karnataka, India Razorpay Full time

Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.
- We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, we've disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).

OKRs:

- Renewal on SAAS paid merchant base
- Retention of the SAAS paid merchant base
- Upselling & Cross-Selling on the paid merchant base

Roles and Responsibilities:

- Monitoring Customer Health: Monitor customer health metrics and usage patterns to identify at-risk accounts and take proactive measures to mitigate churn risks. Work with Analytics team to build renewal matrix and churn markers
- Merchant Engagement: Proactively engage with customers to understand their needs, address concerns, and identify opportunities for upselling or cross-selling additional services or features.
- Customer Feedback Analysis: Collect and analyze customer feedback to identify recurring issues, pain points, and areas for improvement. Collaborate with cross-functional teams to address customer concerns and enhance the product offering.
- Customer Education and Onboarding: Assist in providing demos and product understanding to the merchants.
- Data Analysis and Reporting: Conduct data analysis to track key performance indicators related to customer retention, churn rates, and customer satisfaction. Prepare regular reports and presentations to communicate findings and recommendations to stakeholders.

Mandatory Qualifications:

- Experience: 2-3 years of experience in customer success, account management, or a related role with B2B firms - SaaS experience preferred but not mandatory
- Product focussed sales aptitude/experience
- Strong interpersonal skills and ability to maintain long-standing relationships with clients
- Analytical Skills: Proficient in data analysis and interpretation, with the ability to derive actionable insights from customer data and metrics.
- Relevant experience in the Fintech/Banking Industry would be a plus
- Must have experience in B2B Sales
- Comfortable working across multiple departments in a deadline-driven environment.
- Active team player, self-starter, and multitasker who can quickly adjust priorities.
- Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and business needs.

Note: This job description is intended to outline the primary responsibilities and qualifications for the role of Associate in the retention team for a SaaS product. Additional duties and qualifications may be assigned as needed to support the goals and objectives of the organization.

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