Engagement Owner
Job Summary
Job Description
Zeta is seeking an Engagement Owner to lead the successful definition and delivery of product deliverables, projects, and services to clients, driving revenue growth and customer success. This role requires business and product understanding, client relationship management, and expectation management with stakeholders. The Engagement Owner will oversee delivery governance, potentially manage delivery teams, and ensure client satisfaction, revenue, and profitability targets are met. Collaboration with clients, product, engineering, support, operations, finance, and sales teams is essential. Responsibilities include client management, strategic planning, stakeholder communication, delivery oversight, team coordination, quality assurance, and negotiation.
Must have:
- Build and maintain deep, trusted client relationships
- Develop strategies for client engagement and satisfaction
- Facilitate communication between clients and delivery teams
- Oversee delivery of customizations and feature building
- Collaborate with Platform and Professional Services teams
- Ensure deliverables meet quality standards
- Manage and negotiate resources and terms
- Experience building and managing large client engagements
- Conflict resolution and persuasion skills
- Proactive problem solver
Good to have:
- Knowledge of ITIL and other service management frameworks
- Experience in SDLC and various delivery methodologies
- Experience in Banking & Fintech
- B.Tech/M.Tech in computer science or related field
9 skills required
Job Details
Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015.
Our flagship processing platform - Zeta Tachyon - is the industry’s first 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. 20M+ cards have been issued on our platform globally.
Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.
Zeta has over 1700+ employees - with over 70% roles in R&D - across locations in the US, EMEA, and Asia. We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021.
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.
Zeta is an equal opportunity employer.
At Zeta, we are committed to equal employment opportunities regardless of job history, disability, gender identity, religion, race, marital/parental status, or another special status. We are proud to be an equitable workplace that welcomes individuals from all walks of life if they fit the roles and responsibilities.
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