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Associate Manager - New Initiatives Client Success
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).
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 the 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:
- 4+ 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.
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