Jun 2024 – Aug 2025 · 1 yr 2 mos · Mumbai, Maharashtra, India · On-site

• Product Management & Enhancement: Managed end-to-end pay-ins and payouts for securities, mutual funds, IAP, and US stocks. Improved payment success rates by 10% for securities and 6% for mutual funds through process optimization and automation.
• Market Research & Validation: Conducted market research to identify gaps, addressing user challenges in US stock payments by implementing a streamlined, secure payment system.
• Design & Prototyping: Worked with design teams and vendors to create user-centric wireframes and prototypes, focusing on intuitive and seamless payment experiences.
• Competitor Benchmarking: Conducted SWOT analysis on competitors, leading to the implementation of UPI AutoPay for Mutual Fund SIPs, resulting in a 15% growth in SIP registrations and 68% customer adoption of UPI AutoPay.
• Product Development & Implementation: Implemented a payment system for US stocks and introduced eMandate and UPI AutoPay for IAP, ensuring SEBI compliance. Migrated 1L+ customers to the new regulatory framework.
• Analytics & Reporting: Leveraged data analytics to optimize payment processing, implementing smart routing for securities payments, improving success rates and efficiency.
• Vendor & Stakeholder Management: Collaborated with payment gateways and banking partners to streamline processes, negotiated improved SLAs, and reduced operational costs, boosting efficiency and partnerships.

Apr 2023 – May 2024 · 1 yr 1 mo

• Led a 15-member solution engineering team dedicated to assisting enterprise, super enterprise, and Value-Added Services (VAS) clients across diverse verticals such as E-Commerce, Lending, Investment, OTA, and more.
• Successfully led the creation of a chatbot, resulting in a 40% reduction in service volume within 3 months. Improved customer experience and issue resolution speed. From a product manager's eyes, I continuously refine the chatbot based on user feedback, showcasing my ability to drive impactful product outcomes.
• Implemented feedback loops to elevate the entire developer experience, solution experience, smooth integration experience, and customer satisfaction from the solution engineering side, resulting in a 20% increase in NPS during FY 23-24.
• Implemented "Predictive Analytics for Merchant Needs" to anticipate merchant requirements using historical data. This proactive approach enabled the team to offer timely solutions and suggestions, showcasing a profound understanding of the merchant's business. As a result, achieved a 50% reduction in MTTI (Mean Time to Integrate) in FY 23-24.
• Effectively managed a team serving a portfolio of over 300 merchants by providing both standard and customized solutions. Successfully delivered 100+ custom solutions to meet the unique needs of various merchants. Notably, 20 of these custom solutions were seamlessly integrated at the product level, benefiting all other merchants by improving operational processes and efficiency.
• Collaborating closely with product, engineering, and customer experience teams to uplift the merchant experience and drive continuous product enhancements. Fostering seamless coordination across departments for a holistic approach to business and product improvement.
• Initiated a vertical advisory board to close the product and industry knowledge gap within the team, aiming to elevate merchant experience and industry expertise. The outcome: a notable 15% reduction in MTTI.

Oct 2021 – Mar 2023 · 1 yr 5 mos

• Led and mentored a 5-member solution engineering team dedicated to assisting enterprise and super enterprise clients from Investment, Lending, Banking, and Government verticals.
• Designed and delivered over 50 custom solutions for clients, ensuring alignment between Razorpay's product and their specific requirements.
• Demonstrated product workflows and functionalities, providing hands-on guidance for implementation and integration based on the client's unique technology stack.
• Effectively managed the SEBI project, ensuring its successful completion within the stipulated timeline. Post the SEBI circular, navigated through the challenges, and successfully mitigated the impact on over 75 merchants. Throughout this project, demonstrated exceptional cross-functional collaboration, strengthened customer relations, and showcased proficiency in project and program management.
• As a collaborative team player, I seamlessly engage with cross-functional teams, spanning product development, product support engineers, and tech support, consistently unlocking novel opportunities and elevating our product offerings. Serving as the vital interface between clients and the company's product suite, I meticulously ensure our products not only meet but exceed their needs and expectations.
• Exclusively dedicated to empowering Super-Enterprise Merchants across diverse sectors, including E-Commerce, Government, and BFSI. Built and fostered robust relationships with clients, understanding their use cases. Successfully catered to the needs of 130+ merchants, solidifying our commitment to impactful and tailored solutions.
• Functioned as a subject matter expert and assisted clients in resolving tech-related problems, such as integrating products into websites and applications, and used approved troubleshooting methods to detect and address bugs and weaknesses in client code.

Apr 2019 – Oct 2021 · 2 yrs 6 mos · New Delhi Area, India

• I took the lead in creating a top-notch solution engineering team of 3 members, specifically geared to handle both pre and post-live scenarios. Together, we skillfully managed a diverse client base of 200+, primarily in the D2C space. Our approach was a mix of tailored solutions and tried-and-true Martech, ensuring we met the unique needs of each client while delivering stellar results.
• Drove the evolution of diverse communication channels, spanning SMS, email, and WhatsApp, with a focused objective of unlocking marketing automation and enhancing user retention. Successfully executed multiple third-party vendor integrations across various communication channels, amplifying the efficiency and reach of our strategies.
• Guided and supported a client base of over 200, offering crucial assistance in overcoming a spectrum of tech-related challenges. From seamless product integration into websites to the skilled application of approved troubleshooting methods, I proactively identified and resolved bugs and weaknesses in client code, fortifying their digital presence with robust solutions.
• Drove in-depth market research initiatives, rigorously evaluating communication needs within the dynamic landscape of marketing automation and MarTech solutions.
• Proactively collaborated with product, UI/UX, marketing, and business teams to spearhead innovation. Conducted user surveys and interviews, seamlessly aligning user needs with the overarching product and business vision.
• Collaborated closely with the Q&A team, meticulously ensuring the product adhered to rigorous quality standards through thorough testing and meticulous documentation of test cases. Following this, I actively contributed to the refinement of product documents for enhanced clarity and precision.
• Functioned as the go-to resource for all solution engineering-related issues, providing thorough guidance and support to both clients and internal team members.

Sep 2018 – Apr 2019 · 7 mos · New Delhi Area, India

• Collaborated seamlessly within the development team, actively participating in collective efforts to identify and resolve multiple bugs and errors within the software.
• Crafted meticulously structured, production-ready code to precisely meet and exceed project requirements.
• Efficiently managed and delivered seamless product integration while addressing post go-live issues for a portfolio of over 30 clients.
• Authored comprehensive technical documentation for all phases of new software development, ensuring clarity and precision in the project's documentation.