Technical Account Manager

Overview

As a Technical Account Manager, you will be the dedicated primary point of contact for all technical and product-related activities post Go-live for Super Enterprise Merchants, building relationships with customer technical contacts and turning them into product advocates.

What you'll do

• Establish and maintain robust relationships with Super Enterprise Merchants 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.
• 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.
• Advocate and drive desired Merchant behavior, identifying opportunities where Razorpay products and technologies can align with the merchant's 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.
• Collaborate closely with Sales, Product, and Engineering teams on a day-to-day basis, ensuring seamless communication and alignment of goals.

What you'll need

• Previous experience in customer success and/or account management, with a focus on the technical aspects, in a SaaS environment.
• Excellent written and verbal communication skills, coupled with effective presentation abilities.
• Strong multitasking and project management skills, showcasing initiative, self-motivation, and teamwork.
• Experience with tools such as Jira, Zendesk, or similar.
• Ability to discern evolving customer requirements and map them to platform features.
• Exceptional project management and organizational skills, especially in coordinating meetings and follow-ups with global stakeholders across multiple time zones and disciplines.

Nice to have

• Experience in Fintech.
• A basic understanding of programming.
• 2+ years of experience in technical product and SaaS disciplines in a customer-facing role.
• B.Tech/M.Tech degree in Computer Science/Information Science.
• Technical certifications.

Details

• Location: Bengaluru.
• Coordination with global stakeholders across multiple time zones.