Technical Account Manager

The role

The Technical Account Manager serves as the primary technical and product contact for Super Enterprise Merchants post Go-live. You will build relationships with customer technical contacts, troubleshoot challenges, and align Razorpay products with merchant needs.

What you will do

• Establish and maintain relationships with Super Enterprise Merchants.
• Serve as the go-to person for technical and product-level discussions after Go-live.
• Engage with customers to understand queries and conduct hands-on troubleshooting.
• Report and escalate issues or bugs to Product and Software engineering teams using tools like Jira.
• Advocate and drive desired Merchant behavior.
• Identify opportunities to align Razorpay products with merchant monetary transaction needs.
• Act as a subject matter expert and drive best practices with the merchant.
• Document technical information and gather feedback for product enhancements.
• Collaborate with Sales, Product, and Engineering teams.
• Coordinate meetings and follow-ups with global stakeholders across multiple time zones.

Required qualifications

• Previous experience in customer success and/or account management with a focus on technical aspects in a SaaS environment.
• Excellent written and verbal communication skills.
• Effective presentation abilities.
• Strong multitasking and project management skills.
• Experience with tools such as Jira, Zendesk, or similar.
• Ability to discern evolving customer requirements and map them to platform features.
• Exceptional organizational skills.

Nice to have

• Experience in Fintech
• 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

About the company

Razorpay is a full-stack financial technology company that powers businesses to move, manage, and grow money. It supports everyone from early-stage startups to large enterprises across India, Singapore and Malaysia.