Senior Customer Success Manager
1 month ago
About Zeta Services Inc.
Zeta Services Inc. is a leading provider of innovative banking solutions. Our flagship processing platform, Zeta Tachyon, is a 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.
We have issued over 20M+ cards globally and are actively working with the largest Banks and Fintechs in multiple global markets to transform customer experience for multi-million card portfolios.
Responsibilities
- Be the face of Zeta and the owner for a frequent cadence of working with customers to proactively resolve open queries on Tachyon
- Be the primary point of contact for all critical product support and operational issues.
- Understand the requirements and translate them into relevant documents aligning bank/fintech teams
- Own onboarding and enablement of Financial Institutions and partners.
- Work with partners and customers for up-sell and cross-sell of product capabilities.
- Define and co-own tachyon product NPS and adoption metrics and KPIs
- Should be able to negotiate/understand with the clients/banks on specific needs they might have with a business reasoning
- Drive meetings/discussions with CXO's/Senior stakeholders of the bank/zeta
- Always drive the end to end context of a need/requirement of the customer across product, operations team, end users etc
- You will be reporting directly to the Manager/S.Manager of Customer Success
Skills
- Individual contributor with high empathy and passion for customer success, identifying and delivering value to customers.
- Ability to understand technical concepts on SaaS offering via cloud (AWS), API's, pub-sub architecture etc
- An entrepreneurial and first principles thinker
- Excellent written and verbal communication skills
Experience and Qualifications
- 6-8 years of experience in customer success for a global enterprise SaaS company
- Experience in working with remote teams
- A 4 year degree in engineering or equivalent
- Prior experience in payments, retail lending, EMI & UPI domain is preferred
- Business/compliance around cards/payments is preferred
- Good to have handled e2e implementations of loans, EMI products or UPI for banks/fintechs in the past
- The candidate should be based out of Chennai or willing to relocate to Chennai
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