Merchant Success Partner

About the role:

We are looking for a skilled Assistant Manager to oversee the relationships of the company with its Marquee clients. You will be responsible for obtaining and maintaining long-term relationships with key merchants by comprehending their requirements.

The ideal candidate will be apt to build strong relationships with strategic customers. You will be able to identify needs and requirements to promote our company's solutions and achieve mutual satisfaction. The goal is to contribute to sustaining and growing our business to achieve long-term success.

What You Will Do:

• Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition
• To gain conceptual clarity on the usage of Cashfree products & be familiar with all the features of the products and dashboards
• Gain contextual familiarity with various issues that Merchants can encounter and also have an understanding of issue resolution
• Proactively monitor the business performance of key merchants and reach out to relevant internal teams to resolve issues identified
• Monitor and accelerate response speeds, resolution speeds and quality of interactions by various support teams on tickets/issues raised by the merchants
• To pick cases with very high interactions and own it up and solve it
• Intervene and solve big ticket items of merchants faster
• Collaborating with relevant back-end teams escalating accordingly if required to solve issues pending on them.
• To meticulously take note of merchant requests, assess feasibility and work with relevant backend teams to fulfil the requirements on time
• For significant issues get RCAs done by responsible teams and drive permanent fixes for the same.
• Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics
• Drive great C-sat and NPS of key accounts managed

What You Will Need:

• 4-6 years of relevant experience in Key Account Management/ Customer Success
• Should have experience in handling L2 & L3 escalations & priority issues