Role Overview:
As a Technical Account Manager at Cashfree Payments, you will be the primary technical contact for enterprise merchants, managing their journey from integration to ongoing support. You will work closely with internal teams to resolve issues, drive best practices, and act as the voice of the customer to improve the overall merchant experience.
What You Will Do:
- Serve as the primary technical point of contact for large enterprise merchants.
- Understand merchants business models and technical environments to deliver tailored technical solutions and support.
- Own and manage the complete merchant lifecycle, from integration and go-live to ongoing support.
- Perform hands-on troubleshooting and debugging to resolve merchants day-to-day technical issues in a timely and professional manner.
- Act as a subject matter expert on the Cashfree product stack and drive adoption of best practices among merchants.
- Conduct periodic account performance reviews, identify improvement opportunities, and drive actionable outcomes both internally and externally.
- Manage and escalate critical customer issues as required to ensure timely and effective resolution.
- Facilitate clear and effective communication between merchants and internal technical teams.
- Act as the voice of the customer within Cashfree by gathering and sharing feedback to drive product improvements and enhancements.
- Work closely with Sales, Product, and Engineering teams on a day-to-day basis.
What You Will Need:
- Bachelor's degree in computer science or a related discipline, with 5-8 years relevant experience as a Technical Consultant, Account Manager, Software Engineer, or Support Engineer in a customer-facing role.
- Prior experience in the payments domain is mandate.
- Strong technical understanding of APIs and experience working with API-based applications; exposure to SDKs and web technologies is a plus.
- Basic programming and debugging skills.
- Ability to gather customer requirements, map them to platform capabilities, and recommend appropriate solutions.
- Excellent written and verbal communication skills, with the ability to present to both technical and business audiences.
- Ability to influence and collaborate with internal and external stakeholders across multiple levels, from operational teams to senior executives.
