Karthik Santhosh Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

As a Senior Manager for the Technical Account Management team, my role revolves around establishing and maintaining strong relationships with our customers' technical contacts, transforming challenges into advocacy. With a deep understanding of the Razorpay product stack, I troubleshoot and resolve merchants' day-to-day technical issues promptly and professionally.Collaborating closely with Sales, Product, and Engineering teams, I serve as a subject matter expert, driving best practices… Show more As a Senior Manager for the Technical Account Management team, my role revolves around establishing and maintaining strong relationships with our customers' technical contacts, transforming challenges into advocacy. With a deep understanding of the Razorpay product stack, I troubleshoot and resolve merchants' day-to-day technical issues promptly and professionally.Collaborating closely with Sales, Product, and Engineering teams, I serve as a subject matter expert, driving best practices with our merchants. By documenting technical information, gathering feedback, and identifying enhancement opportunities, I represent our clients' requirements during product prioritization cycles.In addition to my customer-centric responsibilities, I attract and hire top-notch talent, shape the group's technical strategy, and create success metrics for agile execution. I bring a strong perspective that motivates engineers to develop simple solutions to complex problems and champion engineering craftsmanship and excellence.As a mentor, I support the professional development of each team member, empowering them to make independent decisions that lead to their recognition. By initiating cross-functional collaborations and seeking diverse perspectives, I foster bottom-up innovation and create buy-in from all technical stakeholders.Furthermore, I ensure that the team is aligned with Razorpay's goals and objectives, enabling them to see how their work contributes to the bigger picture of our company's success.#TechnicalAccountManagement #CustomerAdvocacy #Leadership #Innovation Show less

Remote

• Managing a team of Technical account managers assisting customers' technical requests and addressing all take care of technical issues.• Build strong customer relationships, especially with key customer stakeholders and sponsors to maintain Customer satisfaction and ARR.• Make sure all deliverables arrive in good order, on time, and fulfill customers' requirements as per the BRD and work in accordance with the Account management and strive to provide a quick resolution.• Play an… Show more • Managing a team of Technical account managers assisting customers' technical requests and addressing all take care of technical issues.• Build strong customer relationships, especially with key customer stakeholders and sponsors to maintain Customer satisfaction and ARR.• Make sure all deliverables arrive in good order, on time, and fulfill customers' requirements as per the BRD and work in accordance with the Account management and strive to provide a quick resolution.• Play an integral role in new business pitches and hold responsibility for the effective on-boarding of new clients.• Develop a trusted advisory relationship with key accounts, customer stakeholders, and executive sponsors. • Proactively assess, clarify, and validate customer needs on an ongoing basis and document them as SOW• Work cross-functionally with business development, marketing, technology, and finance team to ensure the timely and successful delivery of solutions according to customer needs and objectives.• Developed 25 member team of 5 members with skills like matrix analysis, and gap analysis, and develop a program for gap closure.• Monitored day-to-day support activities, including daily roster management, and SLA management.• Designed, developed, and implemented processes, and tools to enhance support functions including workflow and incident management from the beginning of the business.• Driven an impressive journey of handling critical customer issues to resolution by leveraging cross-functional resources• Proven track record of delivering results through people, business, and operations management.• Most importantly, started an operations team that tracks, monitors, and reports about department operations, and closely handles critical customer accounts to develop a path to issue resolution.• Played a role of bridge between engineering, sales, and service organizations and directly with the customer base on critical escalations and call resolution. Show less

Bengaluru, Karnataka, India

• De-materializing Professional Conferences and Meet-ups.• Manage global team of customer success and support specialists with a portfolio (20-30 accounts) of strategic/enterprise customers and execute all the key objectives across the customer journey.• Welcome and onboard Standard & Enterprise customers, partnering with them to create a successful Platform Offer with ongoing dedicated support and identify an opportunity to up-sell new services. • Manage revenue through assisting… Show more • De-materializing Professional Conferences and Meet-ups.• Manage global team of customer success and support specialists with a portfolio (20-30 accounts) of strategic/enterprise customers and execute all the key objectives across the customer journey.• Welcome and onboard Standard & Enterprise customers, partnering with them to create a successful Platform Offer with ongoing dedicated support and identify an opportunity to up-sell new services. • Manage revenue through assisting the clients with technical dry-runs and preparing the customer for a successful project completion. • Instigate the escalations team to maintain less than 2% of roadblocks for the customers by handling efficient communications & follow ups internally. • Assist the team managers to maintain a consistent rate of FCR (First call resolution) through all channels and nothing goes unanswered.• Built a support module to convert prospect to a client and help them with proactive and friendly, service offerings that results in CX retention.• Connect Product vs customers through the feedback and prioritize the act accordingly to improve the product for a better reach in the market.• Conduct a weekly cadence to cascade required product engineers to make Airmeet easier and seamless for our clients. • Work with our sales and support team for optimal customer success by Identifying opportunities for networking, referrals and expansion.• Conduct periodical performance review and cascade the feedback to build a constructive career opportunity for the team. • Work towards a consistent result in CSAT, NPS and reduces escalations from the clients. Show less

Bengaluru, Karnataka, India

• Monitored and managed daily product operations tasks for resulting in a better campaign performance.• Acted as a sole POC for any new campaign set-up, handling technical gaps and co-ordinate with the engineering team in case of any configuration changes as per the Client requirement.• Managed team KPIs for a better resource utilization and meet the performance metrics for yearly appraisals.• Collaborated with cross functional teams within the organization to achieve desired KPI… Show more • Monitored and managed daily product operations tasks for resulting in a better campaign performance.• Acted as a sole POC for any new campaign set-up, handling technical gaps and co-ordinate with the engineering team in case of any configuration changes as per the Client requirement.• Managed team KPIs for a better resource utilization and meet the performance metrics for yearly appraisals.• Collaborated with cross functional teams within the organization to achieve desired KPI results.• Lead, schedule, and coordinate daily work, meetings, and projects relevant to the team and unit.• Provided feedback on an ongoing basis and coach junior staff on improving the productive deliverable.• Make required strategic planning and decisions for regression fix.• Head the drip email marketing and sales cadence strategy research for product development.• Devised B2C and B2B integrated marketing campaigns with the aim to generate more leads.• Lead the product & operations to build and manage a campaign specific content calendar for rapid and regular experimentation.• Managed the procedure, implementation, tracking and measurement of marketing campaigns.• Tracked the overall cost and revenue metrics per campaign. Optimize the campaign to maximize ROI.• Validated and report the stake holders with campaign results and evaluation of campaign related KPIs.• Trained the team to perform detailed campaign related research into the products, services, offerings and end customer persona.• Reviewed and implemented process changes to drive operational excellence in launching as many experiments as possible for campaign optimization. Show less

Bangalore

• Work closely with senior management to execute on the product strategy and prioritized product roadmap for targeted business segments.• Own and execute collection, description, analysis, synthesis and prioritization of new product functionality, providing recommended action to management within the confines of product management process.• Work closely with the engineering teams and other PMs helping scope, plan, and execute on planned product commitments, new product capabilities and… Show more • Work closely with senior management to execute on the product strategy and prioritized product roadmap for targeted business segments.• Own and execute collection, description, analysis, synthesis and prioritization of new product functionality, providing recommended action to management within the confines of product management process.• Work closely with the engineering teams and other PMs helping scope, plan, and execute on planned product commitments, new product capabilities and services.• Analyze and manage key performance metrics for usability, performance, reliability, and scalability continually looking for opportunities.• Engage internal and external stakeholders to review and get back feedback on requirements, designs and finished features.• Demonstrate product features, business challenges and solutions to internal and external stakeholders.• Collaborated with team of 12 in the development of an Automation scripts to reduce man work.• Assessed potential issues and recommended solutions that were within budget of the business.• Promoted as Assistant manager within 24 months for an performance as Team leader of 12 L2 and L3 Engineers.• Product Development: Worked on scalability and optimization of production environment.• Coordinated weekly team meetings as module lead, resulting in improved communications and better overall work relationships among project personnel.• Strategic Planning: Designed IT support strategy that clearly defined workflow between external clients, application teams, and infrastructure team.• Designed clear, concise, and understandable courses that were utilized by trainers throughout the company in office locations worldwide. Show less

Bangalore

• Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience.• Handled customer service by dealing with complaints, organizing stock and answering customer questions.• Monitored employee performance and developed improvement plans.• Supported staff development and goal attainment by focusing on skill development and job satisfaction.• Established and optimized schedules to keep coverage and service in line with forecasted… Show more • Recruited, interviewed and hired individuals which would add value to team while bringing wealth of experience.• Handled customer service by dealing with complaints, organizing stock and answering customer questions.• Monitored employee performance and developed improvement plans.• Supported staff development and goal attainment by focusing on skill development and job satisfaction.• Established and optimized schedules to keep coverage and service in line with forecasted demands.• Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.• Helped with planning schedules and delegating assignments to meet coverage and service demands.• Trained team members in successful strategies to meet operational and sales targets.• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.• Implemented Automation programs for repetitive tasks, achieving 100 % result.• Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.• Submitted reports to senior management to aid in business decision-making and planning. Show less

Bengaluru Area, India

• Created functional specification documents containing detailed use cases for internal and external consumption as well as work with other product managers and architects to finalize feature designs and reviews.• Supported and maintained the process of translating functional requirements to user stories for use in Agile development.• Coding skills across the entire stack – UI, Services and Data• Beginner knowledge and familiarity with IaaS (AWS)• Adopted industry best practices… Show more • Created functional specification documents containing detailed use cases for internal and external consumption as well as work with other product managers and architects to finalize feature designs and reviews.• Supported and maintained the process of translating functional requirements to user stories for use in Agile development.• Coding skills across the entire stack – UI, Services and Data• Beginner knowledge and familiarity with IaaS (AWS)• Adopted industry best practices in all of your projects - TDD, CI/CD, Infrastructure as Code, linting• Hands-On experience & knowledge of testing and testability to influence better software design, promote proper engineering practice and foster testability, accessibility, privacy and other advanced quality concepts across all Replicon products.• Responsible for improving developer and automation engineering team’s test coverage• Ensuring the code provided is tested at the appropriate level (unit test, integral/functional, UI) and perform test driven development. • Successfully achieved clear, actionable bug reports, and worked closely with engineering teams to ensure quick turnaround on fixes. Invested ideas to achieve a fast-paced, agile environment with weekly sprints. Show less

Bangalore

• Achieved and maintained the NPS Scores at 85%~ by providing pleasant and professional customer service with highest in the class of technical support. • Helped the team to achieve revenue from the current and potential customers as a part of ROI exercise.• Managed to educate the team and new hires with the concept of Replicons product suite and related environment virtual and physical trainings.• Applying technology (Python, SQL) in multiple ways to configure the product and… Show more • Achieved and maintained the NPS Scores at 85%~ by providing pleasant and professional customer service with highest in the class of technical support. • Helped the team to achieve revenue from the current and potential customers as a part of ROI exercise.• Managed to educate the team and new hires with the concept of Replicons product suite and related environment virtual and physical trainings.• Applying technology (Python, SQL) in multiple ways to configure the product and helping the customer implement Replicon’s products• Solid understanding of products limits and suggesting ways of improving the product.• Use AWS knowledge to educate the customer about the GDPR and other concepts for data compliance and transport methodology. Show less

Bengaluru, Karnataka

• Serve as technical pre-sales consultant by understanding the client needs, goals, and gathering client requirements• Addressing client needs with scalable solutions using product offerings• Ensure quality of service and quick resolution to all production problems across product suite• Respond to production support tickets from multiple domestic and international teams• Set prioritize issues and troubleshoot them independently while coordinating with Management, Business… Show more • Serve as technical pre-sales consultant by understanding the client needs, goals, and gathering client requirements• Addressing client needs with scalable solutions using product offerings• Ensure quality of service and quick resolution to all production problems across product suite• Respond to production support tickets from multiple domestic and international teams• Set prioritize issues and troubleshoot them independently while coordinating with Management, Business, Product, and Engineering teams• Collect and document customer requirements and develop use-cases for the Product Management team• Conduct market research and contribute to go-to-market strategy and tactics for the Product Marketing team• Identify areas of automation and create tools for team's efficiency improvements• Closely work with client services team to ensure comprehensive account• Transitions and integrations of the new hire.• Travel as and when required to support sales teams• Work as a subject matter expert in product offerings and be able to explain all technical aspects of products to internal and external stakeholders. Show less

Bengaluru, Karnataka

• A successful IT Support Technician with highly customer focused and motivated by team success. • An innovative, energetic and adapt to processes and procedures quickly while dealing with a high volume of requests. • A committed, flexible and have demonstrated ability to maintain high levels of productivity with minimal supervision. • Provided remote support for desktops, laptops, printers, peripherals and other computer related devices, ensured proper documentation, notification… Show more • A successful IT Support Technician with highly customer focused and motivated by team success. • An innovative, energetic and adapt to processes and procedures quickly while dealing with a high volume of requests. • A committed, flexible and have demonstrated ability to maintain high levels of productivity with minimal supervision. • Provided remote support for desktops, laptops, printers, peripherals and other computer related devices, ensured proper documentation, notification, escalation, tracking, and follow up of all incidents. • Key areas were to Troubleshoot and resolve system hardware and software problems and additionally have participated in monitoring and maintenance of system key process improvements Show less