Senior Associate - Customer Success

1. Tachyon, our cloud-native banking stack built for population-scale systems

1. Cipher, our unified authentication platform for secure, high-volume banking environments

1. Digital Credit as a Service, enabling banks to launch credit lines on UPI

1. Elena, our intelligent and conversational AI platform for banking

1. Pixel, India's first digital-native credit card, launched in partnership withHDFC Bank, for whom we also revamped theirPayZappmobile app: Winner of theCelentModel Bank Award for Payments Innovation 2024

1. Sparrow, the leading card experience for non-prime cardholders in the US… and more across cards, payments, lending, and core banking.

1. Customer Go-Live & Implementation Management:

• Own and supportcustomer onboarding and implementation activitiesfor assigned banking / fintech partners.

• Participate inimplementation and project governance callswith clients, partners, and internal teams.

• Track keyproject milestones, dependencies, blockers, and risksto ensuretimelygo live.

• Ensuretimelyrevenue enablementfornewly launched customers.

2. Customer Success & Relationship Management:

• Act as the day-to-daypoint of contact forcustomer operational queriesandimplementation support needs.

• Build strong working relationships with client stakeholders and implementation partners.

• Ensureseamless customer experienceduringonboarding and post go-live stages.

• Proactivelymanage customer expectationsand communicateproject updatesclearly.

3. Cross-Functional Stakeholder Coordination:

• Collaborate closely with:

• Implementation Engineers

• Product Teams

• Engineering Teams

• Internal Customer Success stakeholders

• External implementation partners / clients

• Ensuretimelyfollow-ups and resolution of open action items.

4. Technical Troubleshooting & Escalation Support:

• Support implementation engineers in troubleshooting product, technical, and functional issues.

• Coordinateresolution of escalated support ticketsand client-reported issues.

• Understandcustomer workflows, API / integration dependencies, andimplementation challenges.

• Ensuretimelyincident responseand closure within defined SLAs.

5. Documentation & Process Excellence:

• Maintainimplementation trackers, project status reports, MOMs, and escalation logs.

• Documentsolutions, incident learnings, and contribute toprocess / knowledge base improvements.

• Ensurestrong operational rigorand reporting hygiene.

6. Revenue & Billing Support:

• Supportmonthly billing validationto ensure all newly launched clients are accurately captured.

• Identifymissed revenue opportunities / billing gapsand coordinate corrective actions.

• Assistinrevenue analysis and reportingfor business reviews and internal insights.

Customer / Program Skills:

• Strongcustomer-facing communicationandstakeholder managementskills.

• Ability to manage multiple priorities, deadlines, and cross-functional dependencies.

• Strongownership mindsetwith ability towork independently.

• Comfortable working inhigh-pressure, fast-paced environments.

• Strongattention to detailandproblem-solving ability.

Technical / Functional Skills:

• Good understandingofSaaS implementation/customer success workflows.

• Basic understanding ofAPIs, integrations, ticketing systems, and support processes.

• Ability to understandtechnical discussionsandcoordinate issue resolution.

• Knowledge ofSLAs, escalations, and support lifecycle.

Tools / Systems:

Preferred exposure to:

• CRM/ ticketing tools (Freshdesk, JSMetc.)

• Excel/ Google Sheets (reporting, billing analysis, trackers)

• Outlook / Teams / stakeholder collaboration tools