Customer Relationship Manager - Delhi

iServeU; Varanasi; Hybrid; INR 800,000 - 1,500,000; Full time

Benefits offered by this job

Incentives up to 30% of monthly salary

Career growth opportunities

Performance-based rewards

Learning and development opportunities

Job summary

iServeU is seeking a proactive Customer Success Manager (Key Account Manager) to manage strategic client relationships, ensure seamless service delivery, and drive business growth through cross-selling and upselling.

You will be the main liaison for key accounts, orchestrate invoicing and collections, and collaborate with internal teams to resolve issues while maintaining high customer satisfaction and retention.

Qualifications

• Bachelor's degree in Business, Marketing, Commerce, or a related field.
• 3–6 years of experience in Customer Success, Key Account Management, Relationship Management, or B2B Sales.

Responsibilities

• Act as the primary point of contact for assigned key accounts.
• Build and maintain long-term relationships with customers.
• Conduct regular customer meetings to understand business requirements and address concerns.
• Ensure high levels of customer satisfaction and retention.
• Coordinate with internal teams to resolve billing-related issues and ensure timely invoicing and collections.
• Drive revenue growth through cross-selling and upselling initiatives.
• Take ownership of customer issues until closure and coordinate with teams for timely resolutions.

Skills

Communication

Presentation

Relationship management

Negotiation

Problem solving

Excel

PowerPoint

CRM tools

Independent work

Education

Bachelor's degree in Business/Marketing/Commerce or related field

Tools

CRM tools

Microsoft Excel

PowerPoint

Job description

Company Introduction

iServeU is a modern banking infrastructure provider in APAC region, empowering financial

Company Introduction

iServeU is a modern banking infrastructure provider in APAC region, empowering financial

enterprises with embedded fintech solutions for their customers. iServeU is one of the few

certified partners with National Payment Corporation of India (NPCI), VISA for various

products. iServeU also provides a cloud-native, micro services-enabled, distributed platform

with over 5000 possible product configurations with a low code/no code interface to banks,

NBFCs, Fintech, and other regulated entities.

• We process around 2500 transactions per second by levering distributed & auto scale

technology like K8.

• Our core platform combines of 1200+ micro services.
• Our customer list includes Fintech start-ups, top tier private banks to PSU bank. We

operate in five countries and help customers constantly change the way financial

institutions operate and innovate.

• Our solutions currently empowers over 20 banks and 250+ enterprises across India and

abroad.

• Our platform seamlessly manages the entire transaction lifecycle, including withdrawals,

deposits, transfers, payments, and lending through various channels like digital, branch, agents.

Our team of 500+ employees, with over 80% in technology roles is spread across offices in

Bhubaneswar, Bangalore and Delhi. We have raised $8 million in funding to support our

growth and innovation.

For more details visit: www.iserveu.in

Requirements

We are looking for a proactive and customer-focused Customer Success Manager (Key Account Manager) to manage strategic client relationships, ensure seamless service delivery, and drive business growth through cross-selling and upselling. The ideal candidate should possess excellent communication, presentation, and relationship management skills while ensuring timely collections and customer satisfaction.

Key Responsibilities

Customer Relationship Management

• Act as the primary point of contact for assigned key accounts.
• Build and maintain long-term relationships with customers.
• Conduct regular customer meetings to understand business requirements and address concerns.

• Ensure high levels of customer satisfaction and retention.

Invoicing & Payment Collection

• Ensure timely generation and sharing of invoices.
• Follow up with customers for timely payment collections.
• Coordinate with internal finance teams to resolve billing-related issues.
• Maintain healthy account receivables.

Cross-selling & Upselling

• Identify opportunities to introduce additional products and services.
• Work closely with customers to understand their evolving business needs.
• Drive revenue growth through cross-selling and upselling initiatives.
• Achieve assigned sales and revenue targets.

Customer Success & Problem Resolution

• Take ownership of customer issues until closure.
• Coordinate with internal teams to ensure timely resolution of customer concerns.
• Escalate critical issues whenever required.
• Deliver an exceptional customer experience.

Communication & Presentation

• Deliver product demonstrations and business presentations to customers.
• Prepare business reports, account reviews, and customer presentations.
• Maintain clear and professional communication with customers and internal stakeholders.

Performance & Reporting

• Achieve daily, weekly, and monthly KPIs.
• Maintain CRM updates and account activity records.
• Prepare MIS reports on customer engagement, collections, renewals, and revenue opportunities.

Required Skills

• Excellent verbal and written communication skills.
• Strong presentation and stakeholder management abilities.
• Customer-centric approach with strong relationship-building skills.
• Good negotiation and problem-solving capabilities.
• Proficiency in Microsoft Excel, PowerPoint, and CRM tools.
• Ability to work independently and manage multiple customer accounts.

Preferred Qualifications

• Bachelor's degree in Business, Marketing, Commerce, or a related field.
• 3–6 years of experience in Customer Success, Key Account Management, Relationship Management, or B2B Sales.
• Experience in SaaS, FinTech, Banking, IT Services, or Enterprise Solutions will be an added advantage.

Key Performance Indicators (KPIs)

• Timely invoice generation.
• Collection of outstanding payments within agreed timelines.
• Customer satisfaction and retention.
• Cross-sell and upsell revenue achievement.
• Resolution of customer issues within defined SLAs.
• Customer meeting and engagement targets.
• CRM hygiene and reporting accuracy.
• Achievement of daily, weekly, and monthly business goals.

Benefits

• Performance Incentive: Up to 30% of monthly salary, linked to KPI achievement.
• Career growth opportunities.
• Performance-based rewards and recognition.
• Learning and development opportunities.