About
I sit somewhere between technical account management and support and I like it there. Most of what I do comes down to one thing: being the customer's voice inside the company. I've always believed the person dealing with the customer has the clearest view of what customers actually need, not what we assume they need. Edge cases, strange bugs, the issue that only shows up for one merchant in one region those are the ones I find most interesting, because they usually tell you something real about the platform. I've worked across ITES, SaaS and fintech, and fintech is where I've found my footing. My experience is mostly in e-commerce payments: auth rate analysis across digital payment methods like cards and UPI, plus solid working knowledge of Klarna, PayPal and US Direct Debit. I've worked closely with some of India's top food delivery merchants to keep auth rates consistently above 90%, and became a partner they trusted through their biggest sale events, the days when every failed transaction counts. Alongside that, I've maintained 90%+ CSAT consistently, and was recognised as Most Valuable Employee at both Chargebee and Razorpay. On weekends I end up exploring merchants' checkout pages. I know that's a slightly odd hobby, but checkout is the most important step in the entire customer journey, one extra field, one confusing redirect, and the sale is gone. It's fascinating how differently companies approach it. If any of this resonates, I'd be glad to connect piyushverma745@icloud.com
Work experience
Technical Support Engineer at Adyen, Jan 2025 - Sep 2026 · 1 yr 9 mos, Bengaluru, Karnataka, India
Technical Account Manager at Razorpay, May 2023 - Dec 2024 · 1 yr 8 mos, Bengaluru, Karnataka, India
Solutions Engineer at Chargebee, Sep 2021 - Apr 2023 · 1 yr 8 mos, Remote
Platinum Support Account Manager at Sprinklr, May 2021 - Sep 2021 · 5 mos, Bangalore
Product Support Engineer at Sprinklr, May 2019 - May 2021 · 2 yrs 1 mo, Bengaluru, Karnataka, India
Technical Support Associate at IBM, Oct 2017 - May 2019 · 1 yr 8 mos, Bangalore, Provided customer service on multiple applications and systems in the production stages • Researched and resolved issues/inquiries daily • Escalated issues to the proper help desk associate when necessary and followed up on any escalated issues, all within a timely manner • Documented all inquiry activities in the appropriate reporting system • Provided responses to inquiries in writing using professional email skills
Education
Bachelor of Engineering (B.E.), Eletronics and Telecommunication, Padre Conceicao College of Engineering, Verna (PCCE)
HSSC, Science, St. Xaviers higher secondary
