Associate Manager - New Initiatives

The role :

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 :

Role Information :

Education :

Join us in revolutionizing the digital payment landscape and play a crucial role in shaping the success of our Super Enterprise Merchants!