Group Service Manager - Customer Services Account Management

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. 

Razorpay POS, Razorpay’s comprehensive suite of point-of-sale led payment solutions, enables businesses to accept various modes of payment across all customer touchpoints. Be it across the counter, on delivery, or via kiosks and vending machines, Razorpay POS devices offer a smooth payment experience with fast processing and high transaction success rates. Merchants are also able to offer consumers convenient payment options like EMI right on the POS device. Access to real-time transaction data and analytics via the merchant portal enables businesses to drive data-led decisions. 

With over 500,000+ user touchpoints across India & the UAE, Razorpay POS is at the forefront of transforming payment experiences.

Formerly known as Ezetap, Razorpay POS emerged after Ezetap’s acquisition by Razorpay in August 2022. As a full-stack financial services organization founded in 2014 by Shashank Kumar and Harshil Mathur, Razorpay is dedicated to innovative payment and business banking solutions, promising a transformative journey for businesses.

*** Job location: Kolkata, West Bengal, India (Onsite)

The Role:

As a Group Service Manager in our Razorpay POS business division, specializing in account management, you will be responsible for leading and managing the account management team within your designated zone/region. Your primary focus will be on nurturing relationships with existing clients, ensuring client satisfaction, and driving revenue growth through upselling and cross-selling strategies. You will play a pivotal role in aligning customer needs with company objectives and maintaining high levels of service delivery.

Responsibilities:

- Client Relationship Management:
- Build and maintain strong, long-lasting relationships with key clients within the assigned zone.
- Serve as the primary point of contact for client inquiries, escalations, and relationship management.
- Understand client needs and objectives; propose solutions that align with their goals and drive value.
- Account Growth and Retention:
- Develop account plans and strategies to expand revenue opportunities within existing client accounts.
- Implement upselling and cross-selling initiatives to maximize account growth and retention.
- Monitor account performance metrics and KPIs; proactively address any
issues or concerns.

Team Leadership and Development:

- Lead, mentor, and motivate a team of account manager within the zone.
- Provide coaching, guidance, and performance feedback to ensure the team achieves individual and collective targets.
- Foster a collaborative and customer-centric culture within the account management team.
- Strategic Planning and Execution
- Collaborate with senior management to develop strategic plans and objectives for the account management team.
- Implement strategies to optimize customer satisfaction, loyalty, and overall business performance.
- Align account management activities with company goals and initiatives; contribute to the achievement of organizational targets.

Operational Excellence:

- Ensure seamless execution of account management processes, including contract renewals, service delivery, and issue resolution.
- Monitor compliance with service level agreements (SLAs), company policies, and regulatory requirements.
- Implement continuous improvement initiatives to enhance operational efficiency and client satisfaction.

Reporting and Analysis:

- Prepare regular reports and presentations on account performance, revenue forecasts, and market trends.
- Conduct data-driven analysis to identify opportunities for growth, risk mitigation, and process improvements.

Mandatory Requirements:

- Bachelor’s/master’s degree in business administration, Marketing, or a related field (master’s degree preferred).
- Proven experience in account management or client relationship management within the POS industry or a related field.
- Strong understanding of POS systems, payment processing technologies, and industry dynamics.
- Demonstrated leadership and managerial skills with a track record of successfully leading teams to achieve sales and client retention targets.
- Excellent communication, negotiation, and interpersonal skills; ability to build rapport with clients and internal stakeholders.
- Analytical mindset with proficiency in data analysis tools and CRM software.
- Ability to travel within the assigned zone and occasionally nationally as required.