Shani Kumar

Account Executive

Gurugram, Haryana, India13 yrs 6 mos experience

Highly Stable

Key Highlights

Over 13 years of experience in Fintech industry
Expert in Key Account Management and Customer Success
Proven track record in driving revenue growth

Stackforce AI infers this person is a Fintech expert with a strong focus on Account Management and Customer Success.

Contact

Skills

Core Skills

Account ManagementStakeholder ManagementCustomer SuccessKey Account ManagementMerchant RetentionChannel PartnershipSales

Other Skills

Process ImprovementTeam LeadershipClient/ Account ManagementCustomer RelationsCustomer ServiceBusiness DevelopmentRelationship BuildingSales StrategySales ExecutionNegotiationPartnership ManagementLead ManagementPayments technologyProduct & Strategy buildingExcellent communication

About

13+ year's experienced Sr Manager- Key Accounts & Customer Success in Fintech industry with a demonstrated history of working in the financial services industry. Strong sales professional with a Master of Business Administration (M.B.A.) focused in Marketing, Human Resource from Uttar Pradesh Technical University. Total experience of 13+ years in Key account management,Customer Success, Sales, Channel partnership, & business development. Skills & expertise include: Payments technology Product & Strategy building Excellent communication Networking Leadership skills Stakeholder management Relationship building & management Result oriented Time management Strong interpersonal skills Client/ Account Management Process Improvement merchant Retention

Experience

Sabpaisa

Account Management Head

Apr 2025 – Present · 1 yr · New Delhi, Delhi, India · On-site

Lead and manage a team of account managers handling enterprise, SME, and institutional clients across multiple sectors.
Define and monitor KPIs/KRAs for the team to ensure high operational efficiency and merchant satisfaction.
Drive cross-sell and up-sell strategies, contributing to revenue growth and product adoption.
Oversee resolution of escalated issues with a focus on TAT adherence and first-time resolution.
Design and implement processes for onboarding, servicing, and retention of merchants.
Facilitate continuous training and motivation sessions to enhance team performance and morale.
Collaborate with Product, Tech, and Compliance teams to resolve integration or compliance-related concerns.
Maintain structured reporting systems to track daily merchant interactions, escalations, and performance metrics.
Streamlined and standardized SOPs leading to improved efficiency and reduced error rates.

Account ManagementStakeholder managementProcess ImprovementTeam LeadershipClient/ Account Management

Instamojo

2 roles

Senior Manager- Key Accounts & Customer Success

Promoted

Apr 2024 – May 2025 · 1 yr 1 mo

Team LeadershipCustomer RelationsCustomer ServiceBusiness DevelopmentCustomer SuccessKey Account Management

Manager- Key Accounts & Customer Success

Jan 2022 – May 2024 · 2 yrs 4 mos

Handling a portfolio of Enterprise Accounts, maintaining strong relationships with the merchants, etc.
Understanding business objectives of the merchant & identifying growth opportunities and accordingly coordinating with internal stakeholders to deliver as per the client’s requirement.
Increasing wallet share & removing competition (as far possible). Cross sell & up-sell of the value added products & services as per the merchant’s LOB.
Being a payment advisor by guiding & helping merchants in adopting the best payment practices on their platform along with analyzing their day-to-day performance & success rate.
Understanding current trends in the market and staying up to date with the competitor’s business.
Strategy planning with internal stakeholders to offer better rates, success rates and increase stickiness with Instamojo.
Deep understanding of the entire payment lifecycle and products because of my own inclination towards technical side of entire payment ecosystem.
Ability to prioritize the assigned tasks within the organization by maintaining cordial relations with all levels of SPOC internally.
Have been able to retain key accounts where competition is strongly involved

Account ManagementClient/ Account ManagementRelationship BuildingSales StrategyKey Account ManagementCustomer Success

Payu

2 roles

Assistant Manager - Key Accounts

Promoted

Feb 2018 – Feb 2022 · 4 yrs

Managing relationships with Key Merchants of assigned portfolio,
Managing merchants across various industry segments including e-commerce, healthcare,
professional services, groceries, gaming, travel, education, etc
Ensuring Merchant Growth & Retention by upselling & cross selling,
Generating High GMV from merchants by providing them suitable PayU product as per their business
requirement.
Cross selling and upselling PayU products and services to the merchants to improve product penetration and
increase stickiness to PayU.
Generate referrals from assigned merchants,
Maintain 0 attrition of merchants by becoming a single point of contact and resolving their
queries/escalations on time.
Ownership of MoM target achievements of GMV targets,
Building strong relationships with new and existing merchants to increase sales revenue and Profitability.
Acquisition of new merchants and help them to complete their onboarding journey on PayU,
Handling merchant’s escalation and Complaints and provide required solutions with in stipulated time frame.
Developing and maintaining the portfolio on regular basis for reporting & follow-ups to perform my tasks
smoothly.
Meeting and managing relationships with key decision makers (CXOs) across merchants.
Deepening the existing business relations by providing new product solutions through extensive analytics,
consulting and communication with the merchants.
Conducting periodic business reviews to ensure clients are satisfied with our products and services.
Liaising with internal departments to ensure merchant needs are fulfilled effectively.

Account ManagementClient/ Account ManagementSales ExecutionNegotiationKey Account ManagementMerchant Retention

Channel Account Manager- Partnerships

Dec 2015 – Feb 2018 · 2 yrs 2 mos

Managed and build strong relationship with assigned Partners,
Partner acquisition by Hunting and help them to complete onboarding process,
Generating maximum number of referrals by partners and generate GMV from referred merchants,
Achieved MOM GMV targets from partner portfolio.
Query Handing- Resolve all types of partner queries related to their referrals, incentive, etc.
Worked closely with other internal teams such as sales, onboarding, legal, Product & Engineering
to ensure a great partner experience.
Relationship Building: Meeting with partners online & offline to increase partner engagement,
Provide dedicated partner support by becoming single point of contact and resolve all types of
escalation within stipulated time.
Provide all the available and upcoming products information to the partners so they can sell them
to their merchants as per their requirements.

Partnership ManagementRelationship BuildingSales StrategyChannel PartnershipAccount Management

Hbl global pvt. ltd

Sales Executive

Oct 2012 – Dec 2015 · 3 yrs 2 mos · Greater Delhi Area

Converting leads into sales and generating business,
Responsible for the entire gamut of lead management, sales of retail loans i.e- PL etc.
Monitoring team productivity as per defined matrix thereby achieving sales targets.
Driving scale and growth through proper sales planning and precise execution.
Responsible for service delivery ensuring client retention and references.
Responsible for achieving sales targets monthly basis.
Developing and maintaining of database regular reporting & follow-ups.

SalesClient/ Account ManagementLead Management