Key Accounts Management Role - Operations - IT

Roles, Responsibilities & Expectations:

- This will be a sales enablement role with immediate but in-direct impact on customer and organization's revenues. It will have a 50-50 split of division in responsibilities between managing team and contribution individually.

- The role will require managing a team of 4-6 people and be accountable for the team & contribution to the cause of Key Account Management. Here's what your team will do CSS, KAM Ops team, which will be led by this role is mandated to respond to and coordinate with merchants after getting the context from account managers (wherever required) within defined SLAs. Ensuring merchants are updated on the progress of the open tickets and take the tickets to logical closure/conclusion with the merchants

- To achieve the above, this team will have to coordinate with multiple support functions including but not limited to FinOps, Legal, Banking Ops, Biz Ops, Activations etc.

- Team is mandated to collate issues faced by merchants via various sources, raise tickets, communicate as per response/resolution SLAs and bring tickets to closure.

- Apart from holding accountability of team's performance, this person is expect to hold personal control over key metrics and data analytics required for sales. Here's what you will do independently

Here's what you will do independently:

- Tracking and reporting of revenue and non-revenue metrics regularly as well as for key reviews.

- Set up appropriate measures and processes within Looker, Salesforce, Freshdesk and such enablement's tools to aide Key Account Managers

- Support strategic opportunity identification exercises by the supply of required data analytics & insights

- Create processes, wherever there are gaps, to enable easy resolution of merchant issues and enable cross. Meet SLAs, TATs and reduce escalations. Document rigorously.

- Be the escalation POC for merchants as well as internal stakeholders. Build relationships with mid-level leadership within Razorpay to address escalation in a speedy and predictable manner.

Job Requirement:

- 7-10 yrs experience in B2B technology world, working with large brands and demanding customers.

- Should have managed a team of 4-8 people for at least 2 years.

- Excellent and intuitive with data and driving insights out of the data.

- Hands on knowledge of excel, service desk tools(Freshdesk), CRM tools(SF/HubSpot), and reporting tools(Looker/Tableau)

- Displayed ability to create repeatable, scalable processes involving multiple stakeholders and successfully having adopted them across teams.

- Good documentation skills, including structured thinking, writing and speaking along with persuasive adoption tactics within own and other teams.

- Ability to hold own team members and cross-functional managers accountable to tasks and expectations.

- Good understanding and familiarity with SLAs, TATs, Escalation Matrices and service elements of customer management.