Role Overview:

As a Manager – Technical Account Management at Cashfree Payments, you will lead a team of Technical Account Managers responsible for managing enterprise merchants across their lifecycle — from integration to post go-live support. You will drive team performance, ensure high-quality merchant experience, and act as a strategic bridge between merchants and internal teams to improve product adoption, retention, and satisfaction.

What You Will Do: 

• Lead, mentor, and manage a team of Technical Account Managers supporting enterprise merchants.

• Define team goals, KPIs, SLAs, and performance metrics to ensure high service standards and merchant satisfaction.

• Oversee the end-to-end merchant lifecycle — onboarding, integration, go-live, and ongoing technical support.

• Drive structured account planning, periodic business reviews, and proactive engagement strategies for key merchants.

• Provide guidance and escalation support for critical or high-impact merchant issues to ensure timely resolution.

• Collaborate closely with Sales, Product, Engineering, Risk, and Operations teams to remove blockers and improve processes.

• Identify recurring technical or process gaps and drive systemic improvements across teams. Act as the voice of the customer by consolidating merchant feedback and influencing product roadmap discussions.

• Drive best practices, documentation standards, and process optimization within the Technical Account Management function.

• Support capacity planning, hiring, training, and capability development within the team.

What You Will Need: 

• Bachelor’s degree in computer science or related discipline, with 8–12 years of experience in Technical Account Management, Technical Consulting, including team management experience.

• Prior experience in the payments domain is mandatory.

• Strong understanding of APIs, integrations, SDKs, and web technologies.

• Ability to understand complex merchant use cases and guide the team in solutioning effectively.

• Proven experience managing escalations and working with cross-functional stakeholders.

• Strong leadership, coaching, and stakeholder management skills.

• Excellent written and verbal communication skills, with the ability to engage senior leadership and enterprise clients.

• Strong analytical and problem-solving mindset with the ability to drive data-backed decisions.