Ayan Khatib
Bangalore
Summary
Strategic Technical Account Manager with 7+ years of experience driving enterprise customer retention, product adoption, and cross-functional alignment in high-growth SaaS environments. Proven track record of owning large enterprise portfolios, leading executive stakeholder engagements, resolving complex production escalations, and translating customer feedback into scalable product improvements. Experienced in global account management, revenue protection, and building long-term customer champions across APAC markets.
Overview
8
8
years of professional experience
Work History
Senior Technical Account Manager
Razorpay
Bangalore
09.2024 - Current
- Own and manage high-value domestic and international enterprise accounts across lending, insurance, and digital commerce verticals. Act as a strategic advisor and primary escalation point, driving retention, adoption, and revenue expansion.
- Own a portfolio of enterprise customers, driving strategic account planning, executive stakeholder engagement, and long-term retention
- Conduct Quarterly Business Reviews (QBRs) with CXOs, aligning product capabilities with customer growth objectives
- Partner with Product and Engineering to translate recurring customer challenges into roadmap improvements
- Led cross-functional incident war rooms to resolve high-impact production issues within 28 minutes, improving customer satisfaction to 95%
- Improved portfolio retention by redesigning failure transparency frameworks, preventing competitive traffic diversion
- Optimized payment workflows for enterprise insurers, reducing underwriting drop-offs and driving 23% growth within the vertical
- Established structured escalation frameworks and real-time monitoring dashboards, reducing critical incident response time by 40%
- Identified expansion and upsell opportunities through consultative engagement, increasing wallet share within strategic accounts
- Represent Voice of Customer across Product, Risk, Engineering, and Operations teams to influence long-term product enhancements
Technical Account Manager
Razorpay
Bangalore
11.2022 - 08.2024
- Managed a ₹5,000 Cr enterprise lending portfolio, serving as the primary post-sales owner for technical integrations, escalations, and performance optimization.
- Led end-to-end ownership of API integrations, debugging, and technical enablement for large fintech enterprises
- Conducted structured Success Rate (SR) workshops for 30+ merchants, improving UI/UX and technical efficiency
- Set up real-time monitoring systems and escalation war rooms to proactively manage high-severity production incidents
- Collaborated with cross-functional teams to improve performance KPIs through data-driven insights and dashboarding
- Reduced recurring customer friction by identifying systemic failure patterns and driving sustainable fixes
Product Solution Engineer II
Zeta
Bangalore
05.2021 - 11.2022
- Acted as a bridge between enterprise clients and internal product teams, ensuring successful deployment, testing, and adoption of fintech solutions.
- Led UAT and production deployments for enterprise implementations across multiple environments
- Executed root cause analysis for production issues and partnered with Engineering for resolution
- Prepared performance analytics and adoption reports for stakeholder review
- Collaborated with UX, Product, and QA teams to improve implementation quality and user experience
- Delivered customer training and technical documentation to ensure smooth onboarding and adoption
Customer Success Engineer
Razorpay
Bengaluru
08.2018 - 05.2021
- Managed global customer onboarding and post-sales technical support across international markets.
- Supported enterprise customers across multiple geographies, ensuring seamless product adoption
- Provided technical consultation during onboarding and integration phases
- Monitored ticket queues and ensured SLA adherence for mission-critical customers
- Delivered remote troubleshooting and implementation guidance to improve customer experience
Education
Bachelor of Engineering -
Gogte Institute of Technology
Belgaum06.2018
Skills
- Enterprise Account Management
- Book of Business Ownership
- Executive Stakeholder Management
- QBRs & Strategic Reviews
- Retention & Expansion Strategy
- Escalation Leadership
- Voice of Customer Representation
- Technical & Analytical Skills
- SQL (MySQL)
- API Debugging (Postman)
- Dashboarding (Looker, Tableau)
- Incident Monitoring & Observability
- Root Cause Analysis
- Data-Driven Performance Optimization
- JIRA
- Salesforce
- Slack
- Zoom
- Looker
- Tableau
- MS Office
- Account management
- Technical integrations
- Incident management
- Customer relationship management
Key Impact Highlights
- Owned enterprise portfolio exceeding ₹35,000 Cr GMV with strong retention and expansion performance
- Drove 27% improvement in merchant performance across strategic verticals through structured QBRs and KPI-led account planning
- Improved incident resolution time by 40% by leading cross-functional war rooms and real-time monitoring frameworks
- Secured 34% portfolio retention by influencing product roadmap enhancements and reducing customer friction
- Reduced support ticket volume by 10% and recovered 1.23% GMV through systemic failure monitoring and proactive intervention
- Led executive-level engagements with CXOs across global and domestic enterprise accounts
Hobbies and Interests
- Football
- Traveling
- Cricket
Accomplishments
Won the MVP Award twice at Razorpay for driving high-impact merchant outcomes, leading complex escalations, and contributing to strategic payment optimization initiatives.
Timeline
Senior Technical Account Manager
Razorpay
09.2024 - Current
Technical Account Manager
Razorpay
11.2022 - 08.2024
Product Solution Engineer II
Zeta
05.2021 - 11.2022
Customer Success Engineer
Razorpay
08.2018 - 05.2021
Bachelor of Engineering -
Gogte Institute of Technology