Overview of RoleHelp shape the next generation of AI-led customer support. At Fenergo, you will join an advanced global support organisation where AI is a core operating principle, not an add-on. We are already using AI extensively and delivering outstanding results, and we are looking for someone with the ambition to take that success further.
As a Senior Technical Account Manager, you will own the technical relationship and service experience for a portfolio of Fenergo SaaS customers. You will combine technical expertise, senior stakeholder engagement and proactive service management, working with Customer Support, Engineering, Product and Operations to address complex challenges, anticipate risks and drive improvements. You will remain practically involved in technical investigations, connecting customer priorities with clear actions and outcomes.
This is an opportunity to do more than manage accounts and escalations. You will help us evolve how AI, automation and human expertise work together to support our customers. We are looking for someone curious, technically credible and excited by the opportunity to bring fresh ideas, challenge established ways of working and play a key part in the next stage of our journey.
Main ResponsibilitiesTechnical account ownership and governance. Act as the named technical contact for assigned customers, building relationships with technical teams and senior stakeholders. Lead regular service reviews covering open issues, performance against agreed service level agreements (SLAs), risks and improvement actions. Maintain clear ownership, priorities and follow-through.
Technical advisory and service assurance. Understand each customer's Fenergo environment, integrations and critical dependencies. Translate business impact into technical priorities and assess operational risks with relevant specialists. Remain practically involved in reviewing case evidence, including logs and configuration details, and shaping troubleshooting plans.
Incident and escalation leadership. Own the customer-facing management of complex and major incidents through resolution. Coordinate Level 2 support, Engineering and Operations; communicate impact, progress, workarounds and next steps. Support root-cause reviews and track corrective actions, while specialist teams retain ownership of technical fixes.
Proactive service improvement. Analyse recurring incidents, support trends and customer pain points to identify emerging risks and prevent repeat issues. Agree improvement plans with customers and internal teams, proactively communicate relevant findings and track actions to completion.
Cross-functional technical leadership and knowledge. Collaborate with Fenergo teams, customer technical teams and external suppliers. Translate customer needs into clear technical requirements and escalations, balance priorities with delivery capacity, and support colleagues through coaching, knowledge sharing and day-to-day prioritisation. Capture investigation outcomes in reusable knowledge articles.
RequirementsKey Skills and Experience Essential Enterprise customer experience. Substantial customer-facing experience in technical account management, enterprise technical consulting, solution architecture, cloud operations or service delivery, with demonstrable responsibility for ongoing customer outcomes.
Technical understanding. Strong understanding of enterprise SaaS or cloud environments, including application integrations, infrastructure dependencies, security and operational resilience, with the ability to develop detailed Fenergo product knowledge.
Practical problem-solving. Ability to assess production issues, review technical evidence, structure investigations and coordinate specialist teams through to resolution. Willingness to remain involved in live customer issues, not solely strategic discussions.
Service management. Experience of structured service management, issue prioritisation, service reviews, SLA management and escalation handling.
Communication and influence. Excellent written and verbal communication, including explaining complex technical matters to technical teams and senior business stakeholders. Ability to build trust and collaborate across organisations and geographies.
Judgement and improvement. Sound judgement in balancing customer expectations, operational risk and delivery capacity, with a proactive approach to knowledge sharing, continuous improvement and responsible AI use.
DesirableExperience working with financial services organisations or similarly complex enterprise customers. Working knowledge of AWS, Azure or GCP, with experience contributing to cloud operations, optimisation or transformation engagements.
Hands-on experience with Intercom for case management, workflows, knowledge or AI-assisted support operations is highly desirable. Experience using Claude or similar AI tools for summarisation, drafting, categorisation or investigation support is advantageous but not required.
ITIL or comparable service-management training or experience. Relevant solution architecture, security or programme-delivery qualifications would also be beneficial.
AI Tool Usage Expectations Use Claude or other approved AI tools for investigation summaries, troubleshooting hypotheses, case handovers and knowledge drafting. Use Intercom workflows and AI capabilities to improve triage, categorisation, response consistency and customer experience.
Review, validate and refine AI-generated outputs before internal or external use. Follow Fenergo policies on security, privacy, acceptable use and confidential customer data. Maintain human accountability for technical conclusions and customer communications, and identify repeatable workflows where AI can safely improve quality and efficiency.
Other information / Circumstances Participation in a weekend on-call rota is required, alongside collaboration with customers and colleagues across regions.
BenefitsOur 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 client's needs.
- 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? - Healthcare cover with Canada Life
- Retirement savings plan
- Employee Assistance Programme
- Opportunity to earn an annual company bonus
- 20 days PTO
- 3 company closure days
- Extensive training programs, classroom and online, through 'Fenergo University'
- 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
- 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.
- Work From Home set-up allowance
