istant Manager- Relatioship Manager
istant Manager- Relatioship Manager
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Job Description
- 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 backend 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 Csat and NPS of key accounts managed
- 47 years of relevant experience in Key Account Management/ Merchant service/Merchant Experience and should be from B2B payments/Fintech or any other B2B SaaS background
- Relevant exp in client serving or merchant relationship mgt role
- Should have experience in handling L3 escalations or escalations from CLevel Executives of the merchant side.
- Polished communication & strong problem solving skills
building key relationships,client relationship management,banking relationships,enterprise relationship management,problem solving,merchant experience,communication skills,account relationship,customer relationship management,building long-term relationships,relationship management,long term relationship building,b2b saas,builds relationships,client servicing,c-level,building effective relationships,build strong relationships,b2b payments,bank relationship management,executive level relationship building,strategic partner relationship management,fintech,c-level relationships,business relationship management,customer relationship management (crm),relationship building,establishing relationships,relationship development,building c-level relationships,client relationships strengthening
Employment Type
Full Time
