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Zeta Inc.
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Manager - Technical Support

Manager - Technical Support

Zeta Inc.

8 - 13 years

6 - 10 Lacs

hyderabad

Posted:Just now| Platform:

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Skills Required

relationship management product engineering operational excellence account management continuous improvement stakeholder management release management technical support sql core banking

Work Mode

Work from Office

Job Type

Full Time

Job Description

As a CSM, you will lead a team of Implementation Analysts and Technical Support Engineers responsible for onboarding, adoption and continuous success of client programs. You will act as the primary client liaison post-implementation driving satisfaction, maximizing product utilization, resolving escalations and identifying opportunities for growth and innovation.

This is a leadership position that requires a deep understanding of the Payments/Banking domain, strong stakeholder management skills and the ability to thrive in a fast-paced, tech-driven environment.

Responsibilities

Client Success & Relationship Management

Serve as the primary point of contact for enterprise clients post 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 them leverage Zetas SaaS product s capabilities effectively

Team Leadership

Lead and mentor a team of Implementation Analysts and Technical Support Engineers
Foster a collaborative, accountable, and growth-oriented team culture.
Coach team members for professional advancement and cross-functional excellence

Operational Excellence & Escalation Management

Oversee resolution of client issues and escalations with speed, transparency and ownership
Collaborate with internal engineering and product teams to drive timely fixes and communication
Continuously assess and improve post-implementation processes to enhance efficiency and performance

Cross-Functional Collaboration

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

Customer Advocacy & Continuous Improvement

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, products and industry trends to help clients stay ahead

Skills

Strong domain expertise in Payments or Banking is mandatory
Excellent understanding of APIs, SQL, and cloud-native SaaS environments
Proven track record managing enterprise clients, handling escalations and achieving high customer satisfaction
Exceptional stakeholder management, communication and influencing skills.
Hands-on experience with process optimization, governance and customer success operations
A data-driven mindset with a passion for technology, innovation, and client impact

Experience & Qualifications

Professionals with 8+ years of experience in Customer Success, Program Management or Account Management within a Technology / SaaS / Banking environment
At least 2+ years in a leadership role managing customer-facing technical or implementation teams

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Manager - Technical Support