Customer Support SaaS Manager

About us

As a company at the forefront of digital transformation in financial institutions, Fenergo is revolutionizing the way client and regulatory technology is utilized in the industry. With a focus on providing Client Lifecycle Management (CLM) software solutions, Fenergo empowers financial institutions to deliver a faster, compliant, and digital customer experience.

With over 700 employees across 11 offices worldwide, Fenergo is a truly global company. This presents a unique opportunity for individuals who are ambitious and eager to make a significant impact in the financial services industry. Fenergo's impressive track record is reflected in their numerous accolades, including being recognized as the No. 1 CLM provider in RiskTech100™ and the winner of the Deloitte Best Managed Companies award. Furthermore, Fenergo's CEO, Marc Murphy, emphasizes the company's commitment to innovation and growth, making it an exciting place for talented individuals to contribute their skills and showcase their abilities.

Overview of Role

To enhance our global support team, we are hiring a Customer Support SaaS Manager with strong, proven customer facing services experience in the IT market to support our customers. The role will build and expand upon our professional and quality support service to Fenergo customers and ensure customer satisfaction by meeting or exceeding internal Service Level Agreement targets and expectations. The successful candidate is expected to maintain a professional, courteous and customer service focused attitude always.

This role will apply a mix of technical leadership, analysis of production defects, incident, activity prioritisation, as well as interacting directly with Fenergo’s customers, and help manage day to day priorities of local Customer Support team. The role will have a regional team reporting into them and will need to align processes to worldwide standard.

Due to the global nature of our business and Customer Support team, there may be a requirement for travel and for work to be completed outside of usual business hours as per our flexible working policies.

Main Responsibilities

• Primary responsibility is to provide excellent direct customer support service to Fenergo's clients in APAC
• Manage the customer support interactions with all customers in regional and team that supports them
• Support & maintenance of SaaS web applications
• Ensure support requests are managed and resolved within the agreed service level agreement (SLA)
• Ownership of critical or major incidents for Fenergo’s EMEA Region
• Provide regular updates to Stakeholder (internal and external) to ensure they kept fully informed
• Retain ownership of customer escalations through to resolution to ensure a high level of user satisfaction
• Working with engineers and developers to ensure deadlines are met
• Creation and updating Knowledge Base
• Close cooperation with other members of the technical teams, external suppliers, and the technical team on the client side.
• Interacting with other teams within Fenergo
• Providing proactive analysis of customer issues to ensure feedback into customer and Fenergo technical teams to overcome customer paint points
• Providing proactive notification and management of customer issues
• Manage team of support analysts, their priorities, objectives and goals
• Be primary contact for customer escalations and own these through to resolution and customer satisfaction
• Ensure content for AI consumption and ensuring AI accuracy in responses

Minimum Requirements

• Experience working in a Technical Customer Support environment with SaaS applications
• Good understanding of SaaS software principles
• Ability to communicate clearly and effectively with customers and internal teams
• Demonstrate Customer focus and empathy

Our promise to you

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.

What we value is at the CORE of how we succeed:

• Collaboration: Working together to achieve our best
• Outcomes: Drive Success in every engagement
• Respect: A collective feeling of inclusion and belonging
• Excellence: Continuously raising the bar

What's in it for you?

• Private healthcare cover
• 23 days annual leave
• 3 company days • Annual bonus opportunity
• Work From Home set-up allowance
• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management
• Other competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much more
• Buddy system for all new starters
• Collaborative working environment
• Extensive training programs, classroom and online, through ‘Fenergo University’
• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies
• Defined training and role tracking to allow you see and assess your own career development and progress
• Active sports and social club