Analyst, Customer Success Job in Razorpay Software Private Limited

As a Customer Success Executive (CSE) for our accounts, you will play a pivotal role in driving the strategic success of our customers and ensuring they realize the full value of the product thereby ensuring retention.

To thrive in this role, you need a proactive, entrepreneurial, and resilient mindset, and you must be ready to challenge the status quo to drive superior outcomes. Your core objectives are centered around adeptly building merchant relationships, objection/escalation handling, account growth, and inherently bringing more business to the company.

Key responsibilities:

• End to End account management of key accounts; championing relationships, negotiations and objection handling
• Develop and implement customer success strategies to enhance customer satisfaction and loyalty, autonomously.
• Planning the execution rhythm wrt to planning/upskilling and setting up the team for success
• Be accountable for the end to end business metrics for customer success team; growth, retention and advocacy
• Be the trusted advisor and primary post-sale point of contact for a portfolio of large accounts and engage proactively with them on a regular basis
• Drive and facilitate customer advocacy, such as case studies, testimonials, and referrals.
• Work very closely with internal stakeholders; sales, ops and product to ensure seamless execution and provide inputs to the product s strategic initiatives and drive these with the team

Requirements:

• 3+ years of work experience working in a Customer Success, Account Management, Client Services or other similarly customer-centric role, preferably in a B2B SAAS environment
• The ability to act with a high level of autonomy, you will be expected to take full ownership of your customer portfolio and make key decisions to drive effective customer outcomes independently.
• An entrepreneurial mindset - this is a new team where you will be required to both deviate from established modus operandi and often build entirely new process or practices to ensure optimal output
• Strong interpersonal and communication skills; clubbed with a go-getter attitude
• Ability to interpret Industry specific trends across different verticals or lines of business.
• Passion for solving challenges and commitment to customer delight.
• Good grasp of working with data, being able to use BI tools, create RCAs if required, etc.