Technical Account Manager

Razorpay was founded by and 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 We are a full-stack financial services organisation committed to helping Indian businesses with comprehensive and innovative payment and business banking solutions built over robust technology to address the entire length and breadth of the payment and banking journey for any business Over the past year we ve disbursed loans worth millions of dollars in loans to thousands of businesses In parallel Razorpay is reimagining how businesses manage money by simplifying business banking via and enabling capital availability for businesses via 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 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 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 B Tech M Tech 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 Join us in revolutionizing the digital payment landscape and play a crucial role in shaping the success of our Super Enterprise Merchants Razorpay believes in and follows an equal employment opportunity policy that doesn t discriminate on gender religion sexual orientation colour nationality age etc We welcome interests and applications from all groups and communities across the globe Follow us on