Fenergo build Client Lifecycle Management solutions for the global financial services industry. We work with the largest financial institutions across the globe who expect best in class support and customer experience.
We are currently searching for a Technical Account Manager to join our Global Support Team. The Fenergo Support Team is responsible for working with our client’s business and IT teams to help and provide support for complex production issues with Fenergo’s products. The Technical Account Manager will be the primary support contact for assigned clients and will be responsible to drive their support queries through to resolution.
Key Responsibilities:
- Be the primary support contact for allocated customers, responsible for ownership and delivery of the support service, measured by SLA performance, product adoption and customer satisfaction.
- Work closely with regional American and Global support team, to provide leadership and opportunities for support service improvements across our customer base.
- Work closely with Fenergo Professional Services, Engineering and Customer Support teams, to advocate a ‘One Fenergo’ view for our customer.
- Look for ways to proactively improve the stability and health of our assigned customer’s Fenergo estate, identifying ways to drive customer enablement, supporting advisory amp; assurance services, product training and successful product adoption.
- Build relationships with key customer stakeholders and become an expert on customer’s implementation and business impact of support requests.
- Support the troubleshooting of functionally or technically complex issues for the assigned customers and own them through to resolution.
- Support the identification and reproduction of customer reported incidents and work with our internal customer support and engineering teams to resolve them.
- Keep customers and internal Fenergo stakeholders proactively updated on the progress of support incidents.
- Become a recognised subject matter expert in Fenergo products.
- Ensure we are adhering to assigned customers support operational processes, risk, and security controls.
- Act as senior member of local support team, offering opportunity to mentor and coach new team members as required.
Requirements
Technical Skills:
- Strong understanding of SaaS principles
- Understanding of database technologies, data migration, master data management and product integration
Required:
- 5+ years’ working experience in one or more of the following: Customer Support for SaaS, Project Delivery, Business Analysis, Customer Success Management.
- 2 years’ experience working as a Technical Account Manager
- Strong analytical, problem solving and troubleshooting skills.
- Ability to communicate clearly and effectively verbally and in writing.
- Self-Starter with demonstrated customer focus and empathy.
- Leadership skills to inspire a team across multiple locations outside your direct chain of command.
- Ability to maintain self-control and objectivity while defusing stressful customer situations.
- Some travel may be required to customer sites and other Fenergo offices (up to 20%)
Benefits
- Opportunity to work with clients and colleagues on a global scale, on our new Fintech SaaS platform
- Opportunity to drive transformational change and continuous improvement in Fenergo global support
- Buddy system for all new starter
- Collaborative working environment
- Extensive training programmes, classroom and online, through ‘Fenergo University’
- Defined training and role tracking to assess your own career development and progress.
- Active sports and social club
- Competitive company benefit