Customer Success Manager

Responsibilities

• Platform understanding: Develop a deep understanding of the Tachyon platform and associated functional and technical concepts, including various types of product and policy configurations, platform capabilities around integration and extension mechanisms, data transmission, and data migration. Be hands-on and try out the various platform capabilities, including APIs, etc., to build a first-hand understanding and know-how of the platform.
• Client governance: Serve as clients’ main point of contact in the post-implementation phase, ensuring a smooth growth curve and maintaining high satisfaction levels. Conduct regular check-ins and status updates with clients to review progress, address concerns, and gather feedback.
• Stakeholder Management: Work closely with both external stakeholders (Clients, Vendors, etc.) and internal stakeholders (Solution Engineers, Data Engineers, Product teams, etc.) to enable the smooth progress of the business as usual. Work with the respective teams to expedite resolution for any issues/ escalations reported by the client or the vendors by acting on behalf of the client and representing their interests. Act as a trusted advisor to clients, providing guidance, best practices, and recommendations to maximise the value of our solutions.
• Customer Satisfaction: Monitor client satisfaction, identify areas for improvement, and implement strategies to enhance the overall customer experience.
• Liaising with Product Teams: Liaise with various Zeta product and release engineering teams to assess the scope of changes a solution under consideration may require and arrive at a feasible, optimal release date for all client requirements post-implementation.
• Training: Take the courses in the training curriculum to build your understanding of the Tachyon Platform and its various modules.
• Pre-Sales assistance: Assist the Sales and Pre-Sales teams during the Sales process with the relevant domain knowledge and Implementation know-how. Collaborate with sales and account management teams to identify upsell and cross-sell opportunities and drive revenue growth.

Skills:

• Must have been involved in managing and delivering large cross-functional programs from inception to launch
• Prior experience in credit card implementations, especially in a client-facing role with medium to large clients is a huge plus
• Strong understanding of project management methodologies, processes, and tools.
• Ability to understand technical concepts on SaaS offerings via cloud (AWS), APIs, etc.
• Strong stakeholder relationship management skills – able to influence and manage the expectations of senior executives internally and externally.
• Excellent interpersonal, organisational, leadership and mentoring ability
• Self-motivated with a drive to learn and adapt to new and ever-changing project demands

Experience and Qualifications:

• 8+ years of experience in Technology and Delivery roles.
• Bachelor’s/Master’s degree in engineering (computer science, information systems)

Equal Opportunity

• Zeta 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