Manager/Sr. Manager - Technical Support

About ZetaZeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia 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 @ www.zeta.tech, careers.zeta.tech, Linkedin, TwitterAbout the RoleThe Technical Support Manager plays a pivotal role in ensuring Zeta’s clients succeed on the Zeta's platform. This role combines customer advocacy, technical acumen and program leadership to deliver measurable outcomes for large enterprise clients.ResponsibilitiesClient Success & Relationship ManagementServe as the primary point of contact for enterprise clients post 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 them leverage Zeta's SaaS product’s capabilities effectivelyTeam LeadershipLead and mentor a team of Implementation Analysts and Technical Support EngineersFoster a collaborative, accountable, and growth-oriented team culture.Coach team members for professional advancement and cross-functional excellenceOperational Excellence & Escalation ManagementOversee resolution of client issues and escalations with speed, transparency and ownershipCollaborate with internal engineering and product teams to drive timely fixes and communicationContinuously assess and improve post-implementation processes to enhance efficiency and performanceCross-Functional CollaborationLiaise 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 ImprovementMonitor 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, products and industry trends to help clients stay aheadSkillsStrong domain expertise in Payments or Banking is mandatoryExcellent understanding of APIs, SQL, and cloud-native SaaS environmentsProven track record managing enterprise clients, handling escalations and achieving high customer satisfactionExceptional stakeholder management, communication and influencing skills.Hands-on experience with process optimization, governance and customer success operationsA data-driven mindset with a passion for technology, innovation, and client impactExperience & QualificationsProfessionals with 8+ years of experience in Customer Success, Program Management or Account Management within a Technology / SaaS / Banking environmentAt least 2+ years in a leadership role managing customer-facing technical or implementation teamsZeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success.