Senior Associate - Mid Market Accounts

The Role:

Razorpay is looking for a sales person who can drive growth & penetration in the SME ecosystem.

The person would be responsible for communicating with customers, understanding their needs, ensuring a smooth sales process and be tasked with enabling millions of small, mid-scale enterprises in India to adopt Razorpay's full stack payments platform that is reimagining money movement needs for businesses in the country.

Roles and Responsibilities:

• Manage all post-sales interactions with customers through strong relationship building, product knowledge, planning and execution .
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs .
• Increase customer satisfaction by addressing challenges they are facing with respect to our product, understanding their domain and sharing inputs to use the product.
• Deliver a proactive customer contact strategy including project plans to drive deployment, change management and product adoption.
• Deliver continuous and routine communication with customers to develop manageable action plans to further and enhance our customer partnerships.
• Be the single point of contact for our Customers and Act as an escalation point to drive resolution in a timely, proactive manner.
• Manage customer expectations and develop a strong understanding and acceptance of our Value Proposition and Customer ROI.
• Be the customer’s advocate for feedback and changes into the functional areas they impact.
• Function as the voice of the customer and provide internal feedback on how we can better serve our business and customers.
• Track accounts to identify churn risk and work proactively to eliminate that risk.

Mandatory qualifications:

• 3-4 years of Account Management & Customer engagement experience required. 
  Proven experience in a customer facing roles.
• Should have worked with customers in managing customer requirements, delivering, and deploying a software solution, technical issue resolution and escalation management at both the business owner and executive levels.
• Strong communication skills and technical aptitude.
• Should be able to engage with the customer in a technical discussion to understand the issues the customers are facing and provide solutions.
• Organised and reliable; able to work independently with little direction when necessary.
• The ideal candidate is a hands-on and results-oriented person with strong communication and problem-solving skills. 
• Build and maintain relationships with clients and key personnel within their company.
• Cross Sell and Up-sell to the client base and grow the account to achieve the portfolio quota.
• Attend meetings with clients inside and outside their offices to build better relationships with them.
• Achieve client relationship targets and KPI’s as set by the organisation.
• Liaise with internal departments to ensure team and client needs are fulfilled effectively.
• Resolve areas of concern as raised by clients and team members.