Product Delivery Manager – Customer Experience

Role Overview

• 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.

Tech Stack

• Ansible
• AWS
• Azure
• Cloud
• Google Cloud Platform
• Grafana
• GRPC
• Kubernetes
• Linux
• Node.js
• Prometheus
• Terraform
• Vault

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.