Technical Account Manager

Razorpay was founded by Shashank Kumar and Harshil Mathur in 2014. Razorpay is building a new-age digital banking hub (Neobank) for businesses in India with the mission is to enable frictionless banking and payments experiences for businesses of all shapes and sizes. What started as a B2B payments company is processing billions of dollars of payments for lakhs of businesses across India.

The Overview:

As a Technical Account Manager (TAM) you will play a pivotal role as the dedicated primary point of contact for all technical and product-related activities post Go-live for our Super Enterprise Merchants. Your responsibility will extend to building and nurturing strong relationships with customer technical contacts addressing challenges and transforming them into advocates for our products.

Responsibilities:

Customer Engagement:

• Establish and maintain robust relationships with Super Enterprise Merchants serving as the go-to person for all technical and product-level discussions after Go-live.
• Proactively engage with customers to understand their queries conduct hands-on troubleshooting and ensure timely resolution of technical challenges.

Technical Expertise:

• Demonstrate a comprehensive understanding of the Razorpay product stack.
• Report and escalate issues or bugs to the Product/Software engineering teams using tools like Jira actively collaborating towards swift resolutions.

Advocacy and Business Alignment:

• Advocate and drive desired Merchant behavior identifying opportunities where Razorpay products and technologies can optimally align with the merchants monetary transaction needs.
• Act as a subject matter expert driving best practices with the merchant documenting technical information gathering feedback and contributing to product enhancements.

Collaboration:

• Collaborate closely with Sales Product and Engineering teams on a day-to-day basis ensuring seamless communication and alignment of goals.

Skills and Requirements:

• Professional Experience: Previous experience in customer success and/or account management with a focus on the technical aspects in a SaaS environment. (Experience in Fintech is a Plus)
• Communication and Presentation Skills: Excellent written and verbal communication skills coupled with effective presentation abilities.
• Project Management:Strong multitasking and project management skills showcasing initiative self-motivation and teamwork.
• Technical Proficiency:Experience with tools such as Jira Zendesk or similar and a basic understanding of programming (a plus).
• Customer Focus:Ability to discern evolving customer requirements and map them to platform features.
• Organizational Skills:Exceptional project management and organizational skills especially in coordinating meetings and follow-ups with global stakeholders across multiple time zones and disciplines.

Preferred Qualifications:

• 2 years of experience in technical product and SaaS disciplines in a customer-facing role.
• degree in Computer Science/Information Science. Technical certifications are a plus.

Role Information:

• Role: Technical Account Manager
• Industry Type: Software Product
• Department: Business Engineering & Product Management
• Employment Type: Full Time Permanent
• Role Category: Product Management - Technology

Education:

• UG: Any Graduate
• PG: Any Postgraduate