Group Service Manager - Customer Services Account Management

Group Service Manager - Customer Services Account Management

Razorpay is hiring for the role of Customer Services Account Manager!

Responsibilities of the Candidate:

• Build 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 anyissues or concerns.
• Lead, mentor, and motivate a team of account managers 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
• 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.
• 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

Requirements:

• Bachelor’s/master’s degree in business administration, Marketing, or a related field (master’s degree preferred).
• Proven experience in account or client relationship management within the POS industry or a related field.
• Strong understanding of POS systems, payment processing technologies, and industry dynamics.
• Demonstrate 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