Associate Director, Key Accounts

Razorpay is one of Indias leading full-stack financial technology companies powering the way businesses move manage and grow money. Founded in 2014 by Harshil Mathur and Shashank Kumar with a simple vision - to simplify payments for Indian businesses - weve since grown into a fintech powerhouse driving Indias digital payment revolution.

Razorpay powers millions of businesses with a smarter scalable stack that goes beyond transactions to help them truly build and grow.

From building AI-native agentic payments to AI-assisted fraud detection and real-time risk intelligence to automated reconciliation smart payouts and predictive financial insights we are embedding intelligence across our stack to make money movement faster safer and more close collaboration with ecosystem partners - including banks networks regulators - we are pioneering industry-first solutions that are shaping the next era of fintech

Across India Singapore and Malaysia our products span everything from seamless checkouts to payroll automation - powering a fintech ecosystem thats redefining how money moves across Asia.

Today that ecosystem supports everyone from early-stage startups to some of Indias largest enterprises enabling them to accept process and disburse payments at scale while expanding into new ways of managing money more efficiently.

Our scale speaks volumes: Razorpay processes $180 billion in annualized transactions powering leading businesses like Airbnb Facebook WhatsApp Airtel CRED BookmyShow Zomato Swiggy Lenskart Mirae Asset Capital markets Indian Oil National Pension Scheme - and over 100 of Indias unicorns. With strong roots in India and growing operations in Southeast Asia we are shaping the next chapter of financial technology across the region.

We are backed by global investors including GIC Peak XV Partners (formerly Sequoia Capital India & SEA) Tiger Global Ribbit Capital Matrix Partners MasterCard and Salesforce Ventures having raised over $740 million to date. Strategic acquisitions - including Ezetap (POS and offline payments) Curlec (Malaysia expansion) BillMe (digital invoicing) and POP (rewards-first UPI) - along with earlier moves in fraud prevention payroll and lending have further strengthened our platform and widened our footprint across Asia.

But what truly sets Razorpay apart is our culture. At Razorpay ownership is our oxygen - you own what you build with no micromanagement or red tape just the runway to make your ideas fly. Learning is a lifestyle - if youre curious youll feel at home here. People > Pedigree - we hire for attitude hustle and hunger more than degrees. Transparency thrives over titles - this is where interns question CXOs and CXOs say thank you. Guided by our values of Customer First Autonomy & Ownership Agility with Integrity Transparency Challenging the status quo and a strong belief that Razorpay grows with Razors youll be part of a 3000 strong team building not just products but the financial infrastructure of the future.

About the role :

Serve as the merchants primary advocate and trusted partner withinRazorpay ensuring their success and satisfaction at every stage of the partnership. Proactively drive issue resolution by escalating challenges and coordinating with cross-functional teams to deliver timely and effective solutions. Build and maintain a comprehensive map of each merchants organizational structure across CXO mid-management and store-level stakeholders using these insights to tailor engagement strategies accelerate escalations and strengthen long-term relationships.

Roles and Responsibilities :

• Drive month-on-month and year-on-year growth in wallet share net revenue and Gross Transaction Value (GTV) across the assigned merchant portfolio.
• Identify and execute POS ramp-up opportunities and cross-sell Razorpay solutions such as BillMe Razorpay Payment Gateway RazorpayX and Razorpay Engage.
• Ensure activation of over 65% of POS terminals by coordinating with bank partners for Terminal IDs (TIDs) subventions and timely deployment.
• Manage end-to-end merchant relationships providing responsive support resolving grievances and improving Net Promoter Score (NPS).
• Conduct regular business reviews to assess merchant satisfaction identify upsell opportunities and strengthen account penetration.
• Build comprehensive organizational maps across CXO mid-management and store-level stakeholders to drive targeted engagement and effective escalations.
• Act as the merchants trusted advocate coordinating internally to remove barriers and ensure merchant success.
• Monitor GTV trends and dormancy indicators to proactively reduce churn prevent TID deactivations and recover at-risk accounts.
• Manage collections and receivables by tracking outstanding payments monitoring aging and escalating delays as needed.
• Analyze recurring complaints and service issues partnering with product engineering and technology teams to resolve root causes.
• Gather customer testimonials logo approvals and endorsements to support marketing initiatives and brand advocacy.
• Prepare MIS dashboards and performance reports to track KPIs OKRs and portfolio health for leadership review.
• Lead mentor and coach a high-performing team of Key Account Managers (KAMs) through regular reviews and development discussions.
• Foster a culture of accountability continuous learning and operational excellence within the team.

Mandatory Qualifications :

• Bachelors degree in Business Engineering Commerce or related field
• 3 years of experience at Razorpay in field sales merchant operations account management or related roles
• Demonstrated ability to manage stakeholders effectively and work collaboratively across teams
• Deep understanding of Razorpays POS business product suite and merchant ecosystem
• Strong understanding of banking partnerships TID management and merchant onboarding processes
• Demonstrated readiness for people management responsibilities
• Experience working with analytics dashboards and MIS reporting