Senior Key Account Manager — Strategic Client Growth

Cashfree Payments; Cockburn; Sur place; AUD 80 000 - 110 000; Plein temps

Résumé du poste

Cashfree Payments is seeking an Assistant Manager to oversee relationships with marquee clients and ensure long-term partnerships. You will identify needs and align Cashfree solutions with merchant requirements to promote mutual satisfaction and sustained growth.

You will build trust with a portfolio of major clients, navigate L2/L3 escalations, monitor business performance, and drive timely resolutions. Collaboration with internal teams and delivery of clear progress reports will be key to

Qualifications

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

Responsabilités

• Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition
• Gain conceptual clarity on the usage of Cashfree products and be familiar with all features of the products and dashboards
• Gain contextual familiarity with issues merchants can encounter and have an understanding of issue resolution
• Proactively monitor the business performance of key merchants and coordinate with internal teams to resolve issues
• Monitor and accelerate response speeds, resolution speeds and quality of interactions by support teams on merchant tickets
• Take ownership of high-interaction cases and resolve them
• Intervene and solve big ticket items of merchants faster
• Collaborate with back-end teams and escalate when needed to resolve issues
• Note merchant requests, assess feasibility and work with backend teams to fulfill timely
• RCAs for significant issues and drive permanent fixes
• Prepare regular progress reports and forecasts using key account metrics
• Drive high CSAT and NPS for key accounts

Connaissances

Key Account Management

Customer Success

Escalation Management

Description du poste

Cashfree Payments is seeking an Assistant Manager to oversee relationships with marquee clients and ensure long-term partnerships. You will identify needs and align Cashfree solutions with merchant requirements to promote mutual satisfaction and sustained growth.

You will build trust with a portfolio of major clients, navigate L2/L3 escalations, monitor business performance, and drive timely resolutions. Collaboration with internal teams and delivery of clear progress reports will be key to