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).
The role:
The Associate Manager will hunt for new relationships and manage on-boarding, implementation, training, increase adoption across products, 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 achieve the monthly/ quaterly target
- 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 strategise upcoming client meetings
- 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 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 custumer 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
Mandatory Qualifications:
- 5+ 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 neo banking products.
- The candidate should have experience in team management or mentoring senior associates/associate
- Active team player, self-starter, and multitasker who can quickly adjust priorities.
Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.
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Razorpay Bengaluru, Karnataka, IND Office
1st Floor, SJR Cyber, 22 Laskar Hosur Road, Adugodi, Bengaluru, Karnataka, India, 560030
