Product Delivery Manager – Customer Experience

This is a fully remote position, open to applicants in Portugal.

📋 Description

• Take ownership of customer installations and validator onboardings from start to finish on the CatalyX Blockchain Manager, including managing budget, timeline, resources, risks, and tasks.

• Serve as the main client liaison during installation, onboarding, and go-live phases, ensuring a smooth transition from contract signing to production validator.

• Lead, mentor, and expand the CX Team by planning capacity, hiring, defining roles, and creating development paths.

• Ensure prompt resolution of customer issues by collaborating with CX, engineering, product, SRE, and support teams, maintaining clear escalation paths for critical production incidents.

• Keep a comprehensive delivery overview across all ongoing engagements, tracking validator status, onboarding stages, open issues, risks, blockers, and upcoming milestones.

• Generate regular reports for internal leadership and clients covering delivery health, SLA performance, onboarding progress, incident trends, and improvement actions.

• Define, document, and consistently enhance CX processes for installation, onboarding, upgrade campaigns, escalation handling, and ongoing customer success.

• Integrate compliance, security, and business continuity requirements (DORA, SOC 2 expectations) into every engagement.

• Collaborate with CatalyX product and IntellectEU engineering to relay customer insights back into the product roadmap, and assist pre-sales by providing clarity on delivery feasibility, timelines, and complexity.

• Establish relationships with customer stakeholders, ranging from blockchain architects to CTOs and operations leads at Tier 1 financial institutions.

• Manage client usage reporting across the CatalyX suite: monitor validator counts, traffic consumption, tier utilization, and feature adoption, and provide regular usage reports to leadership and clients.

• Maintain the License Support Board as the authoritative source for client information, including contracts, tiers, entitlements, license terms, renewal dates, support contacts, and engagement history.

• Support account management with renewals, upselling opportunities, and client health evaluations: highlight usage and delivery indicators that inform commercial discussions, flag at-risk accounts early, and contribute to quarterly business reviews.

⛳️ Requirements

• Proven technical literacy in SRE and Support environments, with the capability to lead delivery discussions, triage and coordinate incident resolution, and critically evaluate or challenge engineering estimates.

• Familiarity with at least one major cloud provider (AWS, Azure, or GCP), covering IAM, networking (VPC, security groups, load balancers), and managed services utilized for blockchain workloads.

• Practical knowledge of Kubernetes, including manifests, Helm charts, pod logs, and basic kubectl troubleshooting commands.

• Experience with Terraform, Ansible, or similar tools.

• Hands-on experience analyzing metrics, logs, and alerts using tools such as Prometheus, Grafana, Loki, Datadog, or ELK.

• Proficient in interpreting validator and node health dashboards.

• Demonstrated basic operational Linux skills, including command-line usage, log inspection, service management, and basic system diagnostics.

• Fundamental 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 mechanisms, key management (HSM, KMS), and the distinction between on-chain and off-chain components.

🏝️ Benefits

• Gain international experience with a stable company that has been operating in the market for over 15 years, with offices in Antwerp, Lisbon, Krakow, Kyiv, New York.

• Join a passionate team in an innovative, casual, positive, and open work environment that welcomes your new ideas.

• Enjoy excellent opportunities for personal and professional growth, as well as the chance to influence the way the business operates in the financial sector.

• Work in the setting that suits you best: remote, in-office, or hybrid options available.