The Lead Technical Account Managers will play a key role by Building/Leading the team of dedicated Technical account managers and act as a subject matter expert for all technical and product related discussions. We see technical experience as a vital component of the overall merchant journey. When we excel in our role, merchants can effortlessly accept payments from their end customers and expand their businesses on PhonePe.
This role requires a blend of leadership qualities, technical expertise, strategic business insight, and analytical skills to understand merchant problems and deliver the solutions that meet client requirements, comply with regulatory standards, and align with the organization’s objectives.
Responsibilities:
- Team Leadership & Development: Recruiting, onboarding, mentoring, and developing TAMs to build a high-performing, customer-focused team
- Merchant Success Strategy: Defining and executing strategies that enable TAMs to deliver proactive support and ensure customer satisfaction
- Operational Excellence:
Overseeing team operations, including workload distribution, resource allocation, and adherence to service-level agreements (SLAs)
- Escalation Management: Acting as a point of escalation for high-priority customer issues, ensuring timely and effective resolution
- Customer Advocacy: Partnering with cross-functional teams (Product, Engineering, and Sales) to communicate customer feedback and influence product roadmaps
- Metrics & Reporting: Tracking and reporting on team performance metrics
- Enablement & Best Practices: Driving knowledge-sharing initiatives and equipping TAMs with tools and frameworks to deliver consistent and impactful service
- Strategic Account Oversight: Collaborating with TAMs on key accounts to identify growth opportunities and mitigate risks
- Continuous Improvement: Identify and implement process improvements to enhance customer experience and team efficiency