1. Client Relationship Management
- Act as the primary point of contact for assigned merchants.
- Build and maintain strong, long-term relationships with Key stakeholders.
- Address and resolve merchant concerns, queries, and escalations in a timely and professional manner.
- Conduct regular review meetings with clients to assess service levels and satisfaction.
2. Onboarding & Integration Support
- Coordinate with internal teams (Tech Support, technical, compliance) to ensure smooth and timely on boarding of merchants.
- Guide merchants through API documentation, integration methods, and best practices.
- Ensure KYCs, agreements, and necessary documentation are completed in line with compliance standards.
3. Revenue & Growth Management
- Monitor transaction volumes, success rates, and revenue generated from assigned merchants.
- Identify upsell and cross-sell opportunities (e.g., EMI, subscription billing, international payments and other products).
- Work with banking operations to check if commercials are aligned and no revenue loss getting observed for any payment modes.
4. Performance Monitoring & Reporting
- Track and analyze payment performance, success ratios, drop-offs ( Eg – Merchant Performance Reports , Gateway wise Performance reports )
- Share regular performance reports with merchants and suggest optimization strategies.
- Use MARS dashboards to analyze detailed reports of account performance metrics.
5. Retention & Risk Management
- Proactively prevent merchant churn through regular engagement and problem-solving.
- Collaborate with the risk and compliance team to monitor merchant activity and flag anomalies.
- Ensure adherence to CCAvenue terms of service, fraud prevention policies, and industry compliance norms (PCI-DSS, RBI, etc.).
6. Market Feedback & Product Improvement
- Collect merchant feedback and relay it to product and tech teams for improvement.
- Stay updated with industry trends, competitor offerings, and evolving client expectations.
- Participate in internal strategy sessions to refine product positioning and service offerings.