Associate Manager - Customer Success Partner

The person will be responsible for managing and driving end-to-end operational activities of the regional sales team.

Roles & Responsibilities:

• The person will be responsible to independently respond and coordinate with merchants after getting the context from account managers (wherever required) within defined SLAs. Ensuring merchants are updated on the progress of the open tickets and take the tickets to logical closure/conclusion with the merchants.
• To achieve the above, this person will have to coordinate with multiple support functions including but not limited to FinOps, Legal, Banking Ops, Biz Ops, Activations etc.
• The person will have to support the account managers in the respective region.
• A person should have excellent documentation and tracking skills including but not limited to excel, word, internal tools such as Freshdesk, Slack etc.
• Should be able to think, understand the issue/problem statement and logically drive closure of tickets internally after coordinating with teams.
• Will be responsible to update various forums and channels on progress of various tickets.

Mandatory Qualifications:

• Good understanding of payment processes or similar complicated domains is preferred.
• Exposure to working in a fast-paced, high-pressure, multiple stakeholder environment is a must.
• Excellent Excel and Word skills with ability to learn new tools.
• Good communication skills are a must. Ability to coordinate and manage senior stakeholders on the merchant/client side is a must.
• Knowledge on freshdesk / ticketing management tools preferred