Product Delivery Manager – Customer Experience

IntellectEU is an international technology company focused on digital finance and emerging technologies. At IntellectEU we are on a mission to become the top-of-mind fintech company.  We are committed to our people and believe in building a better future with the newest technologies. We give rising talent and industry veterans the space to explore, launch ideas, and collaborate closely with our clients. With our technical hands-on experience in payments, blockchain and capital markets, there’s no challenge that’s left unsolved. Over the past two decades, we have earned our expertise in financial technology, executing on hundreds of complex integrations and co-creating new digital asset platforms alongside our clients.  

We are looking for a proactive Product Delivery Manager to lead the CatalyX CX Team. CatalyX, developed by IntellectEU, is the leading blockchain operations platform. Our product suite (CatalyX Blockchain Manager, CatalyX Package Manager, CatalyX Tokenization Explorer, and the upcoming DAML Agent and Wallet Manager) supports 100+ active validators and enables customers to successfully deploy and operate production Canton infrastructure.

This is a client-facing role at the centre of how we deliver value post-sale: owning installations, validator onboardings, customer issue resolution, and ongoing customer success across the CatalyX suite. The ideal candidate combines delivery discipline with the people skills to coach, grow, and energise a team.

At CatalyX, you will work with the most demanding institutions in capital markets and contribute to the infrastructure reshaping how financial markets settle.

Responsibilities

• 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:

Technical Skills

• 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. 

Soft Skills

• Strong ownership mentality, taking end-to-end responsibility.
• Demonstrated proactivity and reliability, with the ability to work independently and collaborate effectively with both customers and internal teams.
• Solid organisational skills, with the ability to operate effectively in environments where processes and workflows are continuously evolving.
• Adaptability and ease working across multiple systems and teams.
• Clear and calm communication, especially during incidents and high-pressure situations.

Nice to have:

• Knowledge of Canton/DAML

We guarantee:

• 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.

Join us to make an impact on the entire financial world!

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