Technical Account Manager Job in Bangalore at Razorpay - India

Razorpay is hiring for the role of Technical Account Manager!

Responsibilities of the Candidate:

• 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 going 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.

Requirements:

• Professional Experience: Previous experience in customer success and/or account management, with a focus on the technical aspects, of 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.