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.
