About Zeta
Zeta is aNext-Gen Banking Techcompany that empowers banks and fintechs to launch banking products for the future. It was founded byand Ramki Gaddipati in 2015.
Our flagship processing platform - Zeta Tachyon - is the industry's first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 20M+ cards have been issued on our platform globally.
Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.
Zeta has over1700+employees - with over70%roles in R&D - across locations in theUS,EMEA, andAsia. We raised$280 millionat a$1.5 billionvaluation from Softbank, Mastercard, and other investors in 2021.
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About the Role
TheTechnicalSupportManagerplaysapivotalroleinensuringZeta'sclientssucceedontheZeta'splatform.Thisrolecombinescustomeradvocacy,technicalacumenandprogramleadershiptodelivermeasurableoutcomesforlargeenterpriseclients.
Responsibilities
Client Success & Relationship Management
Serve as the primary point of contact for enterprise clientspost go-live, ensuring smooth adoption and high satisfactionEstablish strong governance with client stakeholders, conduct periodic reviews, and track KPIs against business outcomesAct as a trusted advisor to clients, guiding them on best practices and helping themleverageZeta'sSaaS product'scapabilities effectivelyTeam Leadership
Lead and mentor a team of Implementation Analysts and Technical Support EngineersFoster a collaborative, accountable, and growth-orientedteamculture.Coach team members for professional advancement and cross-functional excellenceOperational Excellence & Escalation Management
Oversee resolution of client issues and escalations with speed,transparencyand ownershipCollaborate with internal engineeringandproductteams to drivetimelyfixes and communicationContinuously assess and improve post-implementation processes to enhance efficiency and performanceCross-Functional Collaboration
Liaise closely with Product, Engineering and Release Management teams to ensure client requests are prioritized and implemented effectivelyProvide domain and implementation insights to influence product strategy and roadmapCustomer Advocacy & Continuous Improvement
Monitor customer health metrics and satisfaction (CSAT, NPS) and proactively implement improvement plansTranslate customer feedback into actionable insights for internal teamsMaintain a deep understanding of the platform,productsand industry trends to help clients stay aheadSkills
Strong domainexpertiseinPayments or BankingismandatoryExcellent understanding ofAPIs, SQL, and cloud-native SaaS environmentsProventrack recordmanagingenterprise clients, handlingescalationsand achieving high customer satisfactionExceptionalstakeholder management,communicationandinfluencingskills.Hands-on experience withprocess optimization,governanceandcustomer successoperationsAdata-driven mindsetwith a passion for technology, innovation, and client impactExperience & Qualifications
Professionals with8+ years of experienceinCustomer Success, Program Management or Account Management within aTechnology / SaaS / BankingenvironmentAt least2+ years in a leadership rolemanaging customer-facing technical or implementation teams
