Job
Description
The Engagement Owner is a critical leadership position at Zeta, ensuring successful definition and delivery of product deliverables, projects and services to our clients and drive revenue growth and customer success. This role involves business & product understanding, client relationship management, account management, and expectation management with tough internal & external stakeholders. Also, to ensure a high quality of services delivered to the clients this person will lead delivery governance and at times manage delivery teams directly to achieve client satisfaction and targeted revenue and profitability targets. The role entails close collaboration with clients, product & engineering, support & operations, finance, risk and sales. Responsibilities: Client Management : Build and maintain deep, trusted relationships with senior client stakeholders, acting as their primary point of contact and trusted advisor. Strategic Planning : Develop and implement strategies to enhance client engagement and satisfaction, driving continuous improvement in service delivery. Monitor KPIs and oversee the achievement of P&L targets. Stakeholder Communication : Facilitate clear and effective communication between clients, internal delivery teams, and mid-level program support. Delivery oversight: Oversee the delivery of customizations, feature building, and maintenance services, ensuring alignment with client requirements and expectations. Lead internal and external delivery governance by proactively managing risks and issues with key stakeholders. (~50%) Team Coordination: Collaborate with the Platform Team and Professional Services Team, each led by aDirector, to ensure seamless project execution. Quality Assurance : Ensure all deliverables meet the highest quality standards and are delivered on time and within budget. Negotiation: Manage and negotiate resources & terms with senior stakeholders, including clients, vendors and partners, to ensure program delivery aligns with agreed-upon conditions. Skills: Prior experience building and managing large client engagements (> $6M) Proven ability to build and maintain strong client relationships at senior level Conflict resolution and persuasion of interdisciplinary teams Proactive problem solver who effectively resolves issues and risks. Knowledge of ITIL and other service management frameworks. Experience & Qualifications: Experience in SDLC and various delivery methodologies (PMI, Scaled Agile Framework). 16+ years of experience in SaaS Product / Enterprise Product environment. Experience in Banking & Fintech B.Tech/M.Tech in computer science, information technology or a related field.
