Senior Associate - Customer Success Partner

Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India. 

We are a full-stack financial services organisation, committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business. Over the past year, we've disbursed loans worth millions of dollars in loans to thousands of businesses. In parallel, Razorpay is reimagining how businesses manage money by simplifying business banking (via Razorpay X) and enabling capital availability for businesses (via Razorpay Capital). The Role:

The person will be responsible for managing and driving end-to-end operational activities of the regional sales team.

 Roles & Responsibilities:

• The person will be responsible to independently respond 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 person will have to coordinate with multiple support functions including but not limited to FinOps, Legal, Banking Ops, Biz Ops, Activations etc.
• The person will have to support the account managers in the respective region.
• A person should have excellent documentation and tracking skills including but not limited to excel, word, internal tools such as Freshdesk, Slack etc.
• Should be able to think, understand the issue/problem statement and logically drive closure of tickets internally after coordinating with teams.
• Will be responsible to update various forums and channels on progress of various tickets.

Mandatory Qualifications:

• Good understanding of payment processes or similar complicated domains is preferred.
• Exposure to working in a fast-paced, high-pressure, multiple stakeholder environment is a must.
• Excellent Excel and Word skills with ability to learn new tools.
• Good communication skills are a must. Ability to coordinate and manage senior stakeholders on the merchant/client side is a must.
• Knowledge on freshdesk / ticketing management tools preferred

Razorpay believes in and follows an equal employment opportunity policy that doesn't discriminate on gender, religion, sexual orientation, colour, nationality, age, etc. We welcome interests and applications from all groups and communities across the globe.
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Experience Level

Mid Level