Position - Senior Manager - Customer Success

Location - Bangalore

About The Company

Ezetap is a Mobile-based Payments service provider for emerging markets based in Bangalore, India. Our mission is to make payments easy, at your doorstep. We have a SaaS model of business that works as a processor for our unique hardware device. We work with major partner banks in India and other emerging markets.

Ezetap has been at the forefront of transforming payments in India. Ezetap has more than 70,000 Smart POS services points ranging from well-known enterprises to tens of thousands of small retail businesses. Other technical innovations led by Ezetap include the company's release of the world's first Android SDK for mobile point of sales in December 2011.

This allowed any software developer to add Ezetap into their application. Ezetap also developed lowest cost, fully certified Chip, Pin and Magnetic Stripe terminal in the world, a product that was 100% designed and made in India.

The company was co-founded in 2011 by CEO Abhijit Bose, CTO Bhaktha Keshavachar and mobile payments pioneer Sanjay Swamy who serves as the company's Vice Chairman while Chamath Palihapitiya Founder and Managing Partner of The Social Capital- a venture capital fund based in Palo Alto, CA serves as the company's Chairman. Ezetap is backed by top tier investors and leaders in the payment industry including Helion Advisors, Social Capital, and American Express.

The Ezetap solution turns any merchant's mobile device into an intelligent point of sale that is able to read all cards and complete a full spectrum of financial transactions, including credit card sale, real-time bill payment and ATM cash withdrawals or deposits. Unified Payment Acceptance Solution now brings Mobile Wallets acceptance

This solution is comprised of a secure and lightweight card reader, a configurable mobile app and a flexible platform that allows Ezetap to provide customized value-added services and integrate to a merchant's existing systems. Ezetap currently serves leading companies in e-commerce, bill payment & collections, insurance, FMCG, restaurants & hospitality, retail, taxi services, and also organizations focused on financial inclusion.
For more details: https://www.ezetap.com/

Roles and Responsibilities:

- Managing relationship between our company and our customer is your prime responsibility.

- You will own the ultimate success of Ezetap customers, including customer onboarding, deployment, retention, and renewal. You will need to ensure that customers derive maximum value from their investments in Ezetap and fully leverage their subscriptions and services on an ongoing basis.

- Identify and develop new opportunities for expansion across the customer's business and collaborate with the sales team to ensure subscription growth and increased solution footprint.

- Proactively manage each customer's business needs and environments - actively seek opportunities to up-sell, cross-sell and generate referrals.

- Drive and execute customer renewals

- You will act as the key interface between the customer and all relevant divisions

- Liaise with internal departments to ensure that any Client issues are dealt with in a timely and efficient manner

- Monitor, report and analyze Clients- volumes, forecasts and order conversion Ezetap Mobile Solutions Pvt Ltd

You should be:

- Fanatical about customer success and tenacious at driving long-term customer value.

- Self-starter with a proven track record of driving customer success at all levels.

- Good at Handling stressful situations and deadline pressures well

- Highly data-driven with a commitment to progress. Excited about driving and tracking a consistent engagement process with all customers in your portfolio.

- Excellent at verbal and written communication skills.

- A team player with the highest level of integrity.

- Able to understand customer requirements, identify upsell and cross-sell opportunities to deepen penetration of Ezetap solution within customer environment.

- 8+ years of Customer Relation Management, Sales account management or related experience.

The links that you build and the actions you take will determine our success today and in the future. Treat your customers as partners and challenge them to grow their business with our solutions. We have your onboarding plan laid out

- 30 days: Learn, be familiar with Ezetap solutions, positioning, competition, and product suite. Internalize Ezetap's customer success stories and Customer Success processes.

- 60 days: Begin to engage your portfolio of customers. Become fluent in their history, their goals with Ezetap, and the Ezetap team supporting them.

- 90 days: Be fully ramped and executing against your initial portfolio of customers. Take ownership of the engagement, retention, and growth of your customers.

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