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.
The Role:
The Associate Manager will coach the team to nurture and farm existing relationships with assigned key accounts, which includes managing on-boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction. Establish a trusted and strategic advisory relationship to help drive continued value of our products and services.
Roles and Responsibilities:
- Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.
- Review the customer journey, identifying how it’s supported, taking a consultative approach in helping clients overcome issues and achieve goals
- Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time
- Collaborate, problem solve, and/or strategize upcoming client meetings with team members
- Prepare necessary documentation or visuals for clients to demonstrate performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement.
- Work with the sales and marketing team to drill customer references and develop case studies.
- Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth, and communicate learnings.
- Maintain existing customer success metrics and data as directed.
- Lead campaigns and promote proactive customer contact strategy to manage and improve Churn, Retention & Customer Delight at a product level
- Prepare necessary documentation or visuals for internal stakeholders to demonstrate performance of campaigns; analyze trends in C-Sat/NPS scores to identify areas of improvement
Mandatory Qualifications:
- 6+ years of total experience out of which 3 years has to be in customer success or account management within the banking industry or a Fintech company
- Candidate from a product-based background is preferable with an understanding of current account and digital solution/payments reconciliation/API payouts(neo banking products)
- Active team player,self-starter, and multitasker who can quickly adjust priorities.
- Farming-experience in retention, Upselling and cross-selling.
- Experience into digital banking solutions/digital solutions/API payments/escrows and B2B SAAS sales is mandatory.
