Customer Engagement Executive / Manager

Role overview

Customer Engagement Executive / Manager at IRIS Business Services

Serve as the primary relationship manager for assigned customers post-implementation.

Responsibilities

• Drive user adoption, engagement, and satisfaction across multiple global markets.
• Understand customer business needs and proactively provide tailored solutions using IRIS CARBON®.
• Deliver high-touch onboarding and training sessions to new clients.
• Monitor account health and proactively identify and address risks or dissatisfaction.
• Act as a liaison between customers and internal teams (Product, Support, Sales).
• Identify upsell/cross-sell opportunities and collaborate with sales to close them.
• Ensure timely and effective communication and resolution of client issues.
• Drive renewals, referrals, and customer advocacy (testimonials, case studies, etc.).
• Collect and relay client feedback to product teams to influence product roadmap.
• The awards we won this year:
• Won recognition as India’s best Fintech at the Financial Express Best Banks Awards. – an award that was presented to our CEO by Smt Nirmala Sitharaman, Finance Minister, Govt of India.
• IRIS has been selected as the ‘Best Tax Technology Service Provider 2022’ in category National Taxation Awards – at the prestigious TIOL Awards.
• IRIS CARBON has won ‘The Most Agile/Responsive SaaS Solution of the Year’ award at the 2022 SaaS Awards by Awarding and Consultancy International.

Required qualifications

• To read more about IRIS Carbon visit our website: https://iriscarbon.com/ Key Skill Set Required: 2–8 years of B2B SaaS experience, preferably in a Customer Success, Engagement, or Account Management role.

Employment details

• Location: Navi Mumbai [India]

About the employer

• About IRIS: IRIS RegTech Solutions Limited (formerly IRIS Business Services Limited) is India’s only listed RegTech SaaS provider, pioneering technology-driven regulatory and supervisory compliance solutions worldwide.

Additional role details

• Headquartered in Mumbai with subsidiaries across the U.S., Singapore, Malaysia, and Italy, IRIS serves over 30 regulators and 6,500 enterprises in 55 countries.
• The company is an active member of XBRL jurisdictions, including XBRL International, XBRL India, XBRL Europe, XBRL South Africa, and XBRL US.
• Recognized globally for its award-winning SupTech, RegTech, and DataTech platforms - including IRIS iFile, IRIS iDEAL®, IRIS CARBON®, and IRIS MSME - IRIS helps banking and financial sector regulators digitize supervision and enterprises and achieve seamless financial and ESG reporting.
• IRIS’ products are XII certified, ISO 27001:13 and SSAE 18 (SOC 1 Type 2) certified, ensuring industry leading security and reliability.
• Combined with deep expertise in XBRL, AI, and ML, IRIS delivers robust, high-quality regulatory data infrastructure that enhances transparency, strengthens governance, and supports sustainable growth across the financial ecosystem.
• To read more about IRIS visit our website: https://irisregtech.com/ About IRIS CARBON®: IRIS CARBON® is used for the regulatory reporting requirements of over 3,000 companies and is being used in over 27 countries including the U.S., EU, the UK, Ireland, and South Africa.
• IRIS CARBON® is a SOC-certified, cloud-based, collaborative, and feature-rich SaaS platform that allows companies to author their compliance reports (such as annual reports, quarterly reports, press releases, etc.) apart from creating and filing these reports in XBRL/iXBRL formats as part of their regulatory compliance process.
• IRIS CARBON® is offered globally via the SaaS-based model.
• This product line is in a hyper-growth mode where it is being launched in newer countries and by more regulators as they increasingly adopt the XBRL/iXBRL standard.
• Exceptional verbal and written communication skills.
• Problem-solving mindset with the ability to think strategically and execute tactically.
• Experience working with enterprise customers in global markets is a plus.
• Proven track record of building strong client relationships and driving retention.
• High ownership, a customer-first attitude, and the ability to work independently.
• Prior exposure to XBRL/iXBRL or RegTech domain is a plus (not mandatory).
• Willingness to work across time zones (US/EU) when needed.
• Role and