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.
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 Razorpay X) and enabling capital availability for businesses (via Razorpay Capital).
The Role:
As a Technical Account Manager you will be acting as the dedicated primary point of contact for all technical and product level activities or discussions post go-live for all our Super Enterprise Merchants (accounts).
Roles and Responsibilities:
- TAM will build healthy relationships with customer’s tech contacts, help them unblock challenges and turn them into advocates.
- TAM will understand merchant queries, analyze them and do hands-on troubleshooting to ensure merchant’s day-to-day technical challenges are resolved in a timely and professional manner.
- TAM will have a good understanding of the Razorpay product stack.
- TAM will report Issues or bugs to Product /Software engineering teams by raising Jira and work towards a resolution with collaboration.
- TAM will Advocate and drive Merchant behaviour as well as identify new opportunities where Razorpay products and technologies can better fit the merchant’s business of monetary transactions.
- TAM will work as a subject matter expert and drive all best practices with the merchant, document all tech related info and gather feedback, requested enhancements and develop detailed business requirements to represent the client in product prioritization cycles.
- TAM will work very closely with Sales, Product and Engineering teams on a day to day basis.
Mandatory Qualification:
- 2+ years experience in a technical product and SaaS disciplines in a customer facing role.
- B.Tech/M.Tech degree in Computer Science/Information Science and Technical certifications is a plus.
- Previous experience in Customer success and/or account management more from a technical point of view in a SaaS environment.
- Excellent in written and verbal communication and good in presentation skills.
- Excellent multitasking and project management skills.
- Experience in JIRA, Zendesk or similar tools.
- Basic programming experience will be a plus.
- Ability to uncover evolving customer requirements and map to platform features.
- Exceptional project management and organizational skills - especially in coordinating meetings and follow ups with global stakeholders across multiple time zones and discipline.
