Technical Account Manager

Razorpay Curlec; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Razorpay Curlec is hiring a Technical Account Manager to serve as the primary post-Golive technical contact for Super Enterprise Merchants. You will nurture strong merchant tech relationships, resolve issues, and drive adoption of Curlec products.

Responsibilities include deep product knowledge, onboarding, technical advisement, and collaboration with engineering to optimize integrations and performance.

Qualifications

• Bachelor’s degree in Computer Science or equivalent experience.
• 3+ years of work experience as a technical consultant, software engineer, support engineer or partner/sales engineer.
• Preferred experience in Account Management, Customer Success, or SaaS product.
• Technical Expertise: Understanding of APIs, webhooks, SDKs, payment gateways, and banking/payment flows.
• Problem-Solving: Strong analytical skills to diagnose and troubleshoot technical issues effectively.
• Stakeholder Management: Ability to manage relationships with merchants, internal teams, and external partners.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex concepts in simple terms.
• Project Management: Experience in handling multiple accounts, prioritizing tasks, and driving resolutions within tight timelines.
• Preferred Experience: Exposure to fintech, banking, or payments industry is a plus.
• Language Proficiency (Added Advantage): Proficiency in Chinese (Mandarin/Cantonese) is a plus

Responsibilities

• Develop in-depth knowledge of Razorpay Curlec products, focusing on their technical aspects.
• Provide white-glove customer success, ensuring merchants gain maximum value.
• Be the dedicated contact for key merchants for onboarding, stability, and support.
• Offer deep technical guidance on best practices, integration improvements, and optimization.
• Monitor merchant transactions, troubleshoot issues, and coordinate with Eng/PM to resolve escalations.
• Analyze payment trends and propose improvements to improve success rates.
• Collaborate with Product, Eng, and Support to influence roadmap with merchant feedback.
• Educate merchants on features, compliance updates, and industry best practices.
• Maintain documentation and contribute to process improvements to boost efficiency.

Skills

APIs

Webhooks

SDKs

Payment gateways

Banking/payments flows

Problem solving

Stakeholder management

Communication

Project management

Fintech exposure

Mandarin/Cantonese (advantage)

Education

Bachelor’s degree in Computer Science or equivalent

Job description

Razorpay today processes $150 Billion+ payments for 10 million+ businesses across 4 continents. The company enables businesses to accept, process, and disburse payments at scale, while helping them manage their finances. We are the leading Payments and Neobanking provider in India and are one of the fastest growing payments providers across South East Asia. We have been the first to bring to market major innovations in India and Malaysia.

Razorpay has raised USD $700M+ in funding till date from marquee investors like GIC, Sequoia Capital, Tiger Global, Ribbit Capital, YC, Matrix Partners and many stellar angels.

As part of its ambitious growth strategy in Southeast Asia, Razorpay acquired Curlec in Malaysia. Since making the acquisition, Curlec by Razorpay has received an acquiring license by Bank Negara and is a registered member of Paynet. The Malaysia market presents a unique opportunity for Curlec by Razorpay due to its rapid digitalization and growing e-commerce ecosystem. Curlec aims to become the preferred payment partner for businesses across Malaysia, offering them the same level of reliability, security, and convenience that has made Razorpay a trusted name in India. We are also live in Singapore with plans of expansion to Thailand, Indonesia and the rest of SEA.

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

• Product Expertise: Develop in-depth knowledge of Razorpay’s Curlec products, with a strong focus on their technical aspects.
• Customer Success & Retention: Deliver a white-glove service experience, ensuring merchants gain maximum value from Razorpay Curlec’s offerings.
• Merchant Management: Act as the dedicated point of contact for key merchants, ensuring smooth onboarding, technical stability, and ongoing support.
• Technical Advisory: Provide deep technical expertise on Razorpay’s products, guiding merchants on best practices, integration improvements, and optimization strategies.
• Issue Resolution & Escalations: Proactively monitor merchant transactions, identify anomalies, troubleshoot issues, and collaborate with Engineering/Product teams to resolve escalations.
• Proactive Monitoring & Optimization: Analyze payment trends, identify potential failure points, and implement solutions to improve success rates and performance.
• Stakeholder Collaboration: Work closely with Product, Engineering, and Support teams to influence roadmap decisions based on merchant feedback and technical insights.
• Strategic Guidance: Educate merchants on Razorpay’s latest features, compliance updates, and industry best practices to enhance their payment experience.
• Documentation & Process Improvement: Maintain detailed documentation, create knowledge bases, and contribute to process enhancements to improve merchant efficiency.

Requirements and Qualification

• Bachelor’s degree in Computer Science or equivalent experience.
• 3+ years of work experience as a technical consultant, software engineer, support engineer or partner/sales engineer.
• Preferred experience in Account Management, Customer Success, or SaaS product.
• Technical Expertise: Understanding of APIs, webhooks, SDKs, payment gateways, and banking/payment flows.
• Problem-Solving: Strong analytical skills to diagnose and troubleshoot technical issues effectively.
• Stakeholder Management: Ability to manage relationships with merchants, internal teams, and external partners.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain complex concepts in simple terms.
• Project Management: Experience in handling multiple accounts, prioritizing tasks, and driving resolutions within tight timelines.
• Preferred Experience: Exposure to fintech, banking, or payments industry is a plus.
• Language Proficiency (Added Advantage): Proficiency in Chinese (Mandarin/Cantonese) is a plus