Product Delivery Manager – Customer Experience

🕒 May 29

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IntellectEU

WebsiteLinkedInAll Job Openings

201 - 500 employees

💳 Fintech

🏢 Enterprise

💸 Finance

💰 Venture Round on 2017-06

Fintech • Enterprise • Finance

IntellectEU is a global technology company that specializes in digital finance innovation and payment modernization. With over 18 years of experience, it provides enterprise-scale solutions in cross-border payments, market infrastructure, and sustainable finance. IntellectEU is known for leveraging blockchain, smart contracts, and digital assets technologies to innovate and provide seamless connectivity between traditional and modern financial systems. It is recognized for its expertise in the financial technology space, working closely with enterprises to create new digital market infrastructure and integrate on- and off-chain payment solutions.

📋 Description

• Own customer installations and validator onboardings end-to-end on CatalyX Blockchain Manager, including budget, timeline, resources, risks, and tasks. • Act as the primary client contact during installation, onboarding, and go-live, ensuring a predictable path from contract signature to production validator. • Lead, mentor, and grow the CX Team at capacity planning, hiring, role definition, and development paths. • Drive timely resolution of customer issues by coordinating across CX, engineering, product, SRE, and support, with clear escalation paths for production-critical incidents. • Maintain a clear delivery overview across all active engagements: validator status, onboarding stage, open issues, risks, blockers, and upcoming milestones. • Produce regular reports for internal leadership and for clients: delivery health, SLA performance, onboarding progress, incident trends, and improvement actions. • Define, document, and continuously improve CX processes for installation, onboarding, upgrade campaigns, escalation handling, and ongoing customer success. • Embed compliance, security, and business continuity requirements (DORA, SOC 2 expectations) into every engagement. • Partner with CatalyX product and IntellectEU engineering to feed customer insights back into the roadmap, and support pre-sales by representing delivery feasibility, timelines, and complexity. • Build relationships with customer stakeholders, from blockchain architects to CTOs and operations leads at Tier 1 financial institutions. • Own client usage reporting across the CatalyX suite: track validator counts, traffic consumption, tier utilisation, and feature adoption, and deliver regular usage reports to leadership and clients. • Maintain the License Support Board as the single source of truth for client information: contracts, tiers, entitlements, license terms, renewal dates, support contacts, and engagement history. • Assist account management with renewals, upsell opportunities, and client health reviews: surface usage and delivery signals that inform commercial conversations, flag at-risk accounts early, and contribute to quarterly business reviews.

🎯 Requirements

• Demonstrated technical literacy in SRE and Support contexts, including the ability to lead delivery discussions, triage and coordinate incident resolution, and critically assess or challenge engineering estimates. • Working knowledge of at least one major cloud provider (AWS, Azure, or GCP), including IAM, networking (VPC, security groups, load balancers), and managed services used for blockchain workloads. • Practical understanding of Kubernetes, including manifests, Helm charts, pod logs, and basic kubectl troubleshooting commands. • Familiarity with Terraform, Ansible, or equivalent. • Hands-on experience reading metrics, logs, and alerts in tools like Prometheus, Grafana, Loki, Datadog, or ELK. • Comfortable interpreting validator and node health dashboards. • Demonstrated basic operational Linux competency including command-line usage, log inspection, service management, and basic system diagnostics. • Basic understanding of network security concepts, including TLS, certificates, firewall rules, and secrets management (HashiCorp Vault is a plus). • Comfortable reading REST and gRPC documentation, testing endpoints with Postman or curl, and understanding webhook integrations. • Strong working knowledge of Jira, Confluence, and Slack. • Experience with delivery dashboards (e.g. Jira Advanced Roadmaps, Structure) and customer-facing status pages. • Understanding of validator and participant nodes, consensus, key management (HSM, KMS), and on-chain vs off-chain components.

🏖️ Benefits

• International experience in a stable company: the company has offices in Antwerp, Lisbon, Krakow, Kyiv, New York, and operates on the market for over 15 years. • A passionate team in an innovative, casual, positive, and open work environment, ready to meet your new ideas. • Great opportunities for personal and professional development, as well as the chance to change the way the business works in the financial world. • Work where you're most productive: remote, in-office, or hybrid options available.