Assistant Manager - Merchant Success Partners B2B - Marquee Clients

Cashfree; Bengaluru; Presencial; INR 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Cashfree Payments India Private Limited is seeking an Assistant Manager to oversee relationships with marquee clients and strategic customers. You will understand their requirements, promote Cashfree solutions, and drive long-term partnerships to sustain and grow business.

The role focuses on building trust with major clients, resolving issues, and coordinating with internal teams to ensure rapid, high-quality service while aiming to improve CSAT and NPS across key accounts.

Formación

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

Responsabilidades

• Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition
• Gain familiarity with Cashfree products and dashboards to support merchants
• Understand issues merchants may encounter and resolve them
• Monitor business performance of key merchants and coordinate with internal teams to resolve issues
• Improve response and resolution speeds across support teams for merchant tickets
• Own cases with high interactions and drive fast resolution
• Intervene and solve big-ticket merchant items quickly
• Collaborate with back-end teams and escalate when needed
• Document merchant requests, assess feasibility, and fulfill requirements on time
• Lead RCAs for significant issues and drive permanent fixes
• Prepare regular progress and forecast reports for stakeholders
• Drive high CSAT and NPS for key accounts

Conocimientos

Key account management

Customer success

Relationship building

Descripción del empleo

Job Description:

About the role:

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

The ideal candidate will be apt to build strongrelationshipswith 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 trustrelationshipswith 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 ofmerchantrequests, 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

Requirements: