Innoviti Payment Solutions - Manager - Customer Success

Job Title: Manager Customer Success

Location: Bangalore

Experience: 8-12 years

About us:

Innoviti Technologies Pvt. Ltd. (https://innoviti.com) is Indias largest Payments-based Retail SaaS platform for enterprise brands and their SME channel partners. Using our software tools, businesses can not only accept payments, but also unlock new efficiencies in sales, operations, and financial management, left untapped by traditional retail and payments software.

Our vision is to help individuals lead a better life by making better purchase decisions. And our mission is to be a part of every purchase decision happening in India. Innoviti does this by crafting payments-based SaaS tools that bolt-on to retail software systems to unlock new and unique functionalities.

Businesses benefit by:

a) Making better choices on business initiatives by benchmarking their performance with others.

b) Improve ROI on growth initiatives by 9X by collaborating with other non-compete brands interested in targeting their customers.

c) Make quicker fail or scale decisions by accurately attributing the initiative to its outcome.

Innoviti has a market share of >50% in the exclusive brand stores of enterprise retailers, managing over Rs. 75,000 Cr. of annual purchases from over 2000+ cities in India. Reliance, Landmark Group, Shoppers Stop, Pantaloons, Hamleys, Van Heusen, Louise Phillipe, Madura Garments, and several others.

Bessemer Venture Partners, USA, FMO, Netherlands, Catamaran Ventures, Panthera Growth Partners, Singapore, and Alumni Ventures are investors in the company.

The company is the recipient of the Great Places to Work certification for two years in a row, improving its score from 70 to 85 in one year. The company is also the recipient of the MasterCard Innovation Award, Deloitte Fast 50 Award and Design Excellence Award from Business World.

Innoviti cultural values are that of urgency, quality, self-management, risk-taking and curiosity. We hire people who align strongly with these values and provide an environment where they can demonstrate the same, furthering their career goals.

The company aims to multiple its revenue 6x in the next 4 years and then go for an IPO in India. The company is looking for talented individuals who align with the companys culture and are driven to make a difference to the company and to themselves.

The company maintains an active ESOP policy with constant liquidity being organized for employees. A transparent policy is put in place that rewards role, tenure, and performance at regular intervals.

Would you like to join this journey?

Job description:

Designation : Manager - Customer Success - Business Assurance

Location : Bangalore (WFO- 6 Days working) - Mon to Sat

Key Responsibilities:

Client Relationship Management:

- Serve as the primary point of contact for key accounts.

- Build and nurture strong, long-lasting relationships with clients.

- Understand client needs and align company services to meet those needs.

Service Delivery Oversight:

- Ensure seamless delivery of services in line with client expectations.

- Monitor service performance metrics and ensure SLA compliance.

- Proactively address service issues or concerns.

Account Growth & Retention:

- Identify opportunities for upselling and cross-selling.

- Collaborate with the sales team to support business development strategies.

- Develop account plans to drive customer satisfaction and loyalty.

Internal Coordination:

- Work with operations, technical, and product teams to ensure service excellence.

- Coordinate client feedback with internal teams to drive service improvements.

Reporting & Analytics:

- Provide regular reports on account status, service performance, and client feedback.

- Analyze trends to anticipate potential issues or opportunities.

Skills and Experience:

- Min 8 years of experience.

- The candidate should be self-motivated, goal-orientated professional with a proven track record into Field Service operations and services to the big corporates and service industry.

- Proficient in Microsoft Excel.

- Conflict resolution.

- Cross-functional team collaboration.

- Presentation and reporting skills.

- Have the flexibility and availability to travel (approx. 50% of time).

Personality:

The ideal person for this role would be someone who loves the challenge of an entrepreneurial environment, who has high ownership to be available 24x7 for our customers, who is able to deal with complexity and rapid change and who has large dreams to be part of interesting journey.

The person would be self-driven, results-oriented with a positive outlook and impeccable integrity. He/she would have a track record of delivering results consistently in uncertain environments.

Excellent communication skills with an ability to manage crucial conversations with senior stakeholders. Retail industry demands Ill do it now instead of tomorrow attitude. Please be prepared for interesting journey if you want to grow fast with no age barriers.