Your Roles and Responsibilities :

- Customer (Bank) management - Own the entire region for all banks, which includes managing TATs, Queries & escalations on priority with appropriate solutions & CAPA, develop strategies and planning for high levels of customer satisfaction.

- Vendor management - Oversee Vendors Coordinator; Ensuring calls allocated to the vendors in the regions are completed within the defined TAT & Process adherence (test transaction/training etc).

- Escalation management - Prompt response on mails & reverts on calls/messages by the stakeholders - Ground Level (Business Mngr., District Level)

- Daily calls with regional team & vendor team on the plan of action for the day & identifying areas of challenge to prevent deviation and provide possible solutions to the team to complete the tasks.

- Ensure daily communication with the stakeholders to understand the requirements and deliver accordingly.

- Review the stock levels on daily/weekly basis with the team to ensure stock readiness at any point and coordinate with central team & SCM team.

- Identify and develop new opportunities for expansion across the customer's business - upsell, cross sell and generate referrals. Also collaborate with the sales team to ensure subscription growth and increased solution footprint.

Skills and Experience we are looking for :

- 7 years - 8 years experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.

- Familiarity working with clients of all sizes.

- Flexibility to adapt with the demands of the business

- Excellent verbal and written communication skills

- Experience working with clients in the technology or SaaS industry is preferred.

- Payments Made Smart

What makes you a successful Customer Success Manager @ Ezetap :

- 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.

- A team player with the highest level of integrity.

What to Expect From Us : 

- We have your on-boarding plan laid out 

 30 days : Learn, be familiar with Ezetap solutions, positioning, competition, and product suite. Internalize Ezetaps 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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