Manager - Technical Support at Zeta

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, BankingIndustries

Requirements

Strong domain expertise in Payments or Banking (mandatory)
Excellent understanding of APIs, SQL, and cloud-native SaaS environments
Deep understanding of the Payments/Banking domain
Strong stakeholder management skills
Ability to thrive in a fast-paced, tech-driven environment
Technical acumen and program leadership skills
Customer advocacy skills

Responsibilities

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 Zeta's SaaS product’s capabilities effectively
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
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
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, products, and industry trends to help clients stay ahead

Skills

Customer Success

Technical Support

Payments

Banking

Stakeholder Management

Team Leadership

Client Onboarding

Product Adoption

Escalation Management

Cloud Platforms

API

Zeta

Cloud-native payment card processing platform

About Zeta

Zeta provides a platform for payment card processing that is designed for banks, financial institutions, and fintech companies. Their main product, the Omni Stack, allows clients to easily create and manage digital credit, debit, and prepaid card programs. This platform works by integrating with existing systems through APIs, which helps streamline the payment processing experience. Zeta stands out from its competitors by focusing on cloud-native solutions and ensuring compliance with important regulations, which helps build trust with their clients. The company's goal is to make payments seamless and less noticeable in everyday transactions, moving towards a future where payments are 'invisible'.

San Francisco, CaliforniaHeadquarters

2015Year Founded

$369.6MTotal Funding

LATE_VCCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Risks

Competition from fintech startups may erode Zeta's market share.

Data privacy concerns could arise as Zeta expands globally.

Dependence on key partnerships like Sparrow poses risks if disrupted.

Differentiation

Zeta's Tachyon platform powers Sparrow's top-rated credit card for underserved markets.

Zeta's Omni Stack enables rapid launch of digital card programs for financial institutions.

Zeta is recognized for compliance with ISO IEC 27001, PCI DSS 4.0, and SOC 2 Type 2.

Upsides

Zeta's partnership with Sparrow opens new revenue streams in underserved markets.

Zeta's technology receives high ratings, enhancing brand reputation and customer trust.

Recognition by Celent boosts Zeta's market positioning for US banks and credit unions.

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