Technical Account Manager

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Curlec is a full-stack payments solution that makes it easy for businesses of all sizes to collect payments, automate payouts and take control of their cash flow.

Today, Curlec is part of the Razorpay group - India’s leading Payments and Banking Platform for businesses. The company serves over 10 million businesses and is backed by some of the world's marquee investors that include Sequoia Capital India, Tiger Global, Lone Pine Capital and TCV, and was part of the prestigious Silicon Valley tech accelerator, Y Combinator.

About the Role

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.

Roles and Responsibilities

• Build healthy relationships with customer’s tech contacts, help them unblock challenges and turn them into advocates.
• 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 payment product stack.
• Report issues or bugs to Product/Software engineering teams by raising Jira and work towards a resolution with collaboration.
• Advocate and drive merchant behavior as well as identify new opportunities where Razorpay products and technologies can better fit the merchant’s business of monetary transactions.
• Will work as a subject matter expert and drive all best practices with the merchant, document all tech related information, gather feedback, request enhancements, and develop detailed business requirements to represent the client in product prioritization cycles.
• Work very closely with the sales, product, and engineering teams on a day to day basis.

Requirements and Qualification

• 2+ years experience in a technical product and SaaS disciplines in a customer facing role.
• Bachelor’s 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.