Customer Relationship Manager - Delhi

Company Introduction

• iServeU is a modern banking infrastructure provider in APAC region, empowering financial
• enterprises with embedded fintech solutions for their customers. iServeU is one of the few
• certified partners with National Payment Corporation of India (NPCI), VISA for various
• products. iServeU also provides a cloud-native, micro services-enabled, distributed platform
• with over 5000 possible product configurations with a low code/no code interface to banks,
• NBFCs, Fintech, and other regulated entities.

• We process around 2500 transactions per second by levering distributed & auto scale

technology like K8.

• Our core platform combines of 1200+ micro services.
• Our customer list includes Fintech start-ups, top tier private banks to PSU bank. We

operate in five countries and help customers constantly change the way financial

institutions operate and innovate.

• Our solutions currently empowers over 20 banks and 250+ enterprises across India and

abroad.

• Our platform seamlessly manages the entire transaction lifecycle, including withdrawals,

• deposits, transfers, payments, and lending through various channels like digital, branch,
• agents.
• Our team of 500+ employees, with over 80% in technology roles is spread across offices in
• Bhubaneswar, Bangalore and Delhi. We have raised $8 million in funding to support our
• growth and innovation.
• For more details visit: www.iserveu.in

Requirements

We are looking for a proactive and customer-focused Customer Success Manager (Key Account Manager) to manage strategic client relationships, ensure seamless service delivery, and drive business growth through cross-selling and upselling. The ideal candidate should possess excellent communication, presentation, and relationship management skills while ensuring timely collections and customer satisfaction.

Key Responsibilities:-

Customer Relationship Management

• Act as the primary point of contact for assigned key accounts.
• Build and maintain long-term relationships with customers.
• Conduct regular customer meetings to understand business requirements and address

concerns.

• Ensure high levels of customer satisfaction and retention.

Invoicing & Payment Collection

• Ensure timely generation and sharing of invoices.
• Follow up with customers for timely payment collections.
• Coordinate with internal finance teams to resolve billing-related issues.
• Maintain healthy account receivables.

Cross-selling & Upselling

• Identify opportunities to introduce additional products and services.
• Work closely with customers to understand their evolving business needs.
• Drive revenue growth through cross-selling and upselling initiatives.
• Achieve assigned sales and revenue targets.

Customer Success & Problem Resolution

• Take ownership of customer issues until closure.
• Coordinate with internal teams to ensure timely resolution of customer concerns.
• Escalate critical issues whenever required.
• Deliver an exceptional customer experience.

Communication & Presentation

• Deliver product demonstrations and business presentations to customers.
• Prepare business reports, account reviews, and customer presentations.
• Maintain clear and professional communication with customers and internal stakeholders.

Performance & Reporting

• Achieve daily, weekly, and monthly KPIs.
• Maintain CRM updates and account activity records.
• Prepare MIS reports on customer engagement, collections, renewals, and revenue

opportunities.

Required Skills:-

• Excellent verbal and written communication skills.
• Strong presentation and stakeholder management abilities.
• Customer-centric approach with strong relationship-building skills.
• Good negotiation and problem-solving capabilities.
• Proficiency in Microsoft Excel, PowerPoint, and CRM tools.
• Ability to work independently and manage multiple customer accounts.

Preferred Qualifications:-

• Bachelor's degree in Business, Marketing, Commerce, or a related field.
• 3–6 years of experience in Customer Success, Key Account Management, Relationship

Management, or B2B Sales.

• Experience in SaaS, FinTech, Banking, IT Services, or Enterprise Solutions will be an added

advantage.

Key Performance Indicators (KPIs):-

• Timely invoice generation.
• Collection of outstanding payments within agreed timelines.
• Customer satisfaction and retention.
• Cross-sell and upsell revenue achievement.
• Resolution of customer issues within defined SLAs.
• Customer meeting and engagement targets.
• CRM hygiene and reporting accuracy.
• Achievement of daily, weekly, and monthly business goals.

Benefits:-

• Performance Incentive: Up to 30% of monthly salary, linked to KPI achievement.
• Career growth opportunities.
• Performance-based rewards and recognition.
• Learning and development opportunities.