The Role
Build and maintain enterprise client relationships, support merchant accounts through inbound and outbound communication, drive retention and business growth, resolve escalations, coordinate cross-functional teams, report on client metrics, and communicate customer feedback to improve products and services. The role requires rotational day shifts and weekly offs.
Summary Generated by Built In
About Us:
Paytm is India's leading mobile payments and financial services distribution company. Pioneer of the mobile QR payments revolution in India, Paytm builds technologies that help small businesses with payments and commerce. Paytm’s mission is to serve half a billion Indians and bring them to the mainstream economy with the help of technology.
Role – Virtual Relationship Manager (VRM):
A Virtual Relationship Manager is responsible for building and maintaining strong relationships with large business clients, managing accounts, and driving business growth through strategic client interactions. The role combines elements of sales, customer success, and stakeholder management for enterprise-level clients.
Key Responsibilities:
Build and nurture relationships with enterprise clients, focusing on retention and satisfaction.
Develop and execute account management strategies to grow business and engage merchants effectively.
Understand clients’ business needs and act as the main point of contact for escalations and problem resolution.
Lead cross-functional teams to deliver customized solutions and ensure client expectations are met.
Collaborate with sales, technical, and merchant service teams to optimize client experience.
Provide regular reporting on client metrics such as retention, satisfaction scores, and business growth.
Advocate for clients internally, communicating feedback to improve products or services.
Desired Skills and Qualifications:
Bachelor’s degree; domain-specific expertise is an advantage.
Strong communication and interpersonal skills for remote engagement.
Provide merchant support by Outbound/ Inbound call and Email
Proficiency in CRM tools, virtual platforms and MS Office is an added advantage. Experience in account management, sales, or customer success for enterprise segments.
Leadership ability to manage cross-functional teams and drive strategic initiatives.
Proficiency in CRM systems and data-driven account management techniques. Problem-solving skills and the ability to deliver “out of the box” solutions to complex business issues.
Should be willing to work in rotational day shifts with rotational weekly off.
Skills Required
- Bachelor's degree
- Strong communication and interpersonal skills
- Ability to provide merchant support through outbound and inbound calls and email
- Willingness to work rotational day shifts with rotational weekly offs
- Experience in account management, sales, or enterprise customer success
- Proficiency in CRM systems
- Proficiency in virtual platforms and Microsoft Office
- Leadership ability to manage cross-functional teams and strategic initiatives
- Data-driven account management and problem-solving skills
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The Company
What We Do
Paytm Payments Services Limited (PPSL) is a wholly owned subsidiary of One97 Communications. It is a technology company that provides digital payment solutions, including payment gateways, and financial tools for businesses in India. Its mission is to drive financial inclusion by empowering online brands, startups, and small merchants to accept digital payments and manage their business operations efficiently through robust, secure, and reliable technology.
