Manager/Sr Manager - Technical SupportConfidential • Hyderabad / Secunderabad, Telangana, India
Manager / Sr Manager - Technical Support
Confidential • Hyderabad / Secunderabad, Telangana, India
18 days ago
Job descriptionLead and mentor a team of Implementation Analysts and Technical Support Engineers Foster a collaborative, accountable, and growth-orientedteamculture. Coach team members for professional advancement and cross-functional excellence Oversee resolution of client issues and escalations with speed,transparencyand ownership Collaborate with internal engineeringandproductteams to drivetimelyfixes and communication Continuously assess and improve post-implementation processes to enhance efficiency and performance Liaise closely with Product, Engineering and Release Management teams to ensure client requests are prioritized and implemented effectively Provide domain and implementation insights to influence product strategy and roadmap Monitor customer health metrics and satisfaction (CSAT, NPS) and proactively implement improvement plans Translate customer feedback into actionable insights for internal teams Maintain a deep understanding of the platform,productsand industry trends to help clients stay ahead Strong domainexpertiseinPayments or Bankingismandatory Excellent understanding ofAPIs, SQL, and cloud-native SaaS environments Proventrack recordmanagingenterprise clients, handlingescalationsand achieving high customer satisfaction Exceptionalstakeholder management,communicationandinfluencingskills. Hands-on experience withprocess optimization,governanceandcustomer successoperations Adata-driven mindsetwith a passion for technology, innovation, and client impact Professionals with8+ years of experienceinCustomer Success, Program Management or Account Management within aTechnology / SaaS / Bankingenvironment At least2+ years in a leadership rolemanaging customer-facing technical or implementation teams
About Zeta
Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by and 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 over 1700+ employees - with over 70% roles in R&D - across locations in the US , EMEA , and Asia . We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021.
Learn more @ , , ,
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 satisfaction
- Establish strong governance with client stakeholders, conduct periodic reviews, and track KPIs against business outcomes
- Act as a trusted advisor to clients, guiding them on best practices and helping themleverageZeta'sSaaS product'scapabilities effectively
Team Leadership
Operational Excellence & Escalation Management
Cross-Functional Collaboration
Customer Advocacy & Continuous Improvement
Skills
Experience & Qualifications
Skills Required
Sql, Governance, Banking, Process Optimization, Apis, Payments
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Manager Technical Support • Hyderabad / Secunderabad, Telangana, India
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