Ayan Khatib
Bangalore
Summary
Professionally astute with 6 years of total experience, including a distinguished 4-year tenure at Razorpay, a pioneering fintech enterprise, specializing in technical operations. Proficient in developing, tracking, and optimizing critical business metrics, encompassing transactions, service volumes, GMV, experience management, customer delight, and revenue. Demonstrated ability to collaborate effectively with key stakeholders, particularly in Product and Engineering, to ideate and execute projects that significantly impact these pivotal metrics.
Overview
6
6
years of professional experience
Work History
Technical Account Manager
Razorpay-Payment Gateway & Payment Solutions
BANGALORE
2022.11 - Current
- Worked as a TAM for the high grossing (200+cr) merchants in the Lending Vertical.
- Managed a portfolio of 5000cr and act as a single point of contact for post-production technical queries and take complete ownership of resolution for marquee merchants like Early salary, Ind Money,AXIO, DMI, Moneyview, Slice , Navi, Khatabook and others.
- Lead meetings with merchants, partners, payment gateways and cross functional teams for daily issues arising in the payment ecosystem.
- Resolving production API issues through troubleshooting involving SQL, Query book, Postman and debugging logs Via Sumo logic.
- Bi-Monthly Face to Face catchup with the merchants and discuss overall post sales experience on Razorpay products.
- Facilitated and conducted SR Workshops for over 30 merchants spanning various buisness verticals, significantly enhancing Merchant Experience by driving improvements in Success Rate, UI/UX, and Tech Experience.
- Implemented a robust Real-Time Monitoring Setup, establishing a proactive war room for Super Enterprise Accounts. Ensured continuous monitoring and swift response to any issues that arose.
- Managed all aspects of SR, monitored activities during peak sale periods, regularly analyzed merchant payment methods, engaged with merchants to identify gaps affecting success rates, implemented internal changes for SR improvement, and provided daily reports to leadership.
- Oversaw high-profile escalated issues for top enterprise merchants, assuming full ownership from analyzing merchant business models and SR trends to collaborating with internal teams for actionable solutions. Conducted workshops with merchants to implement solutions and ensured end-to-end resolution for high-profile accounts
- Monthly cadence with CBO and other C-level executives on the overall performance of the vertical and other business aspects.
Product Solution Engineer II
Zeta
Bangalore
2021.05 - 2023.11
- Establish product pilot sites for testing and customer product acceptance.
- Setup the environment for testing, and development on PP, Prod, and UAT.
- Test case execution and defect tracking. - PR defect tracking and root cause analysis of the defect.
- Generate product performance and problem analysis reports.
- Communicate product capabilities and design recommendations to customers.
- Support all technical aspects of strategic business initiatives executed for customers.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Technical knowledge of SQL, Excel, PowerPoint, JIRA, Basic knowledge of statistics, Server installation and maintenance. Working in open source technologies (kafka)
Solutions Engineer
Razorpay-Payment Gateway & Payment Solutions.
Bengaluru
2019.08 - 2021.05
- Insightful Information on Razorpay Products.
- Handling technical Pre Sales and Post Sales integrations tickets through a Freshdesk and fresh Chat.
- Provided expert analysis to troubleshoot technical and functional-related issues and problems, including finding and fixing bugs in base product.
- Identifying issues and raise issues of concern to patient safety to my manager/appropriate person.
- Resolve customer discrepancies with existing contracts and agreements.
- Manage inside and outside sales per customer requests including but not limited to pricing, contract agreements and equipment training
- Perform Web-based and Application-based development of software products and provide support and resolution to customer issues.
- Experienced in working with the fast-paced AGILE development environment.
- Manage Operational situations such as tracking and implementing safety training. DOT logistics and keeping employee files as well as answering their questions and concerns Inside Sales Representative United Rentals
- Familiar with MS Office and Google sheets
- Worked as part of product Analytics team
- Creating liaison with development teams.
- Experience in handling enterprise accounts.
Networking Sales Associate
RELIANCE HATHWAY BROADBAND & DIGITAL.
Bengaluru
2018.08 - 2019.08
- Developed and expanded existing customer's fastener and machined part sales.
- Network processing for centralized and distributive network connection.
- Switches: Basic Configuration & VLAN setup.
- Monitors the Network Monitoring System and responds to and addresses system-generated alerts as needed. Resolving network related problems.
- Using a helpline ticketing system for clearing all network•related problems. Configuration of different types of routers.
- Providing solution via remote access.
- Upsold add-on services to existing customers, generating incremental revenue.
- Worked closely with companies tech executives to identify new business opportunities and providing troubleshooting results (PING, TELNET, TRACERT, etc. from customer's end) to the backend team if any network-related problems persist.
- Monitored market conditions, product innovations and competitor activity, and adjusted account sales approach to address latest market developments.
- Collaborated with other account managers to prepare and deliver performance updates and quarterly business reviews.
- Contributed to implementation and support of SNMP monitoring software and other network monitoring tools.
Education
Bachelor of Engineering - Electronics And Communications Engineering
Gogte Institute of Technology, Belgaum.
Belagavi INDIA06.2018
High School Diploma -
Motichand Lengade Bhartesh Polytechnique
Belgaum05.2015
Skills
- Technology: HTML, CSS, SQL, JSON
- Database: MySQL
- Ticketing Tool: Microsoft Dynamics CRM, Freshdesk, JIRA
- Logging Application: Sumologic, Kibana, Kafka, Looker
- API Testing Tool: Postman
- Mailing Application: MS Outlook,Webmail
- Versioning Tools: Git/Github,
- Monitoring : Grafana
Accomplishments
- Winner for Razorpay Annual Awards 2023.
- Recognized with 5+ MVP and 2 Rookie MVP Awards.
Timeline
Technical Account Manager
Razorpay-Payment Gateway & Payment Solutions
2022.11 - Current
Product Solution Engineer II
Zeta
2021.05 - 2023.11
Solutions Engineer
Razorpay-Payment Gateway & Payment Solutions.
2019.08 - 2021.05
Networking Sales Associate
RELIANCE HATHWAY BROADBAND & DIGITAL.
2018.08 - 2019.08
Bachelor of Engineering - Electronics And Communications Engineering
Gogte Institute of Technology, Belgaum.
High School Diploma -
Motichand Lengade Bhartesh Polytechnique
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