Manager, New Initiatives Client SuccessNew

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.

Roles & 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:

• 10+years of total experience 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.