Lead - Technical Account Manager

Job Description
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

Qualifications
8+ years of experience in client-facing Technical support/ Technical account management roles.
3+ years of experience in leading and managing a client-facing technical support team that caters to a strategic customer cohort.
Technical proficiency to provide architectural and infrastructure guidance to customers.
Strong troubleshooting skills for technical issues in web and mobile applications.
Basic knowledge of programming languages (Python, PHP, Java), and platforms (Web, Android, iOS) will be a plus.
Proficiency in Excel, PowerPoint, and databases.
Excellent multitasking and project management skills.
Experience in the payments industry is a plus.
Strong technical, analytical, and presentation skills.
You encourage a healthy work environment that’s both supportive and challenging
You’re excited to help engineers develop new skills and advance in their careers

Additional Information
PhonePe Full Time Employee Benefits (Not applicable for Intern or Contract Roles)
Insurance Benefits - Medical Insurance, Critical Illness Insurance, Accidental Insurance, Life Insurance Wellness Program - Employee Assistance Program, Onsite Medical Center, Emergency Support System Parental Support - Maternity Benefit, Paternity Benefit Program, Adoption Assistance Program, Day-care Support Program Mobility Benefits - Relocation benefits, Transfer Support Policy, Travel Policy Retirement Benefits - Employee PF Contribution, Flexible PF Contribution, Gratuity, NPS, Leave Encashment Other Benefits - Higher Education Assistance, Car Lease, Salary Advance Policy
Our inclusive culture promotes individual expression, creativity, innovation, and achievement and in turn helps us better understand and serve our customers. We see ourselves as a place for intellectual curiosity, ideas and debates, where diverse perspectives lead to deeper understanding and better quality results. PhonePe is an equal opportunity employer and is committed to treating all its employees and job applicants equally; regardless of gender, sexual preference, religion, race, color or disability. If you have a disability or special need that requires assistance or reasonable accommodation, during the application and hiring process, including support for the interview or onboarding process,
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