Technical Account 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. 

What Does This Role Entail?

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 IT teams to help and provide support for complex production issues with the Fenergo application. The Technical Account Manager will be the primary support contact for assigned clients and will be responsible to drive their issues through to resolution.

Your Responsibilities

·       Be the primary support contact for assigned accounts (1 to 4)

·       Troubleshoot technically complex issues for the assigned clients and drive them through to resolution

·       Identify and reproduce customer reported software defects and work with our internal development teams to resolve them

·       Keep customers updated on the progress of their support tickets

·       Build relationships with key business and IT stakeholders and become an expert on customer’s implementation

·       Accurately document customer issues, understand customer systems and configuration, identify problems and recommend solutions

·       Become a recognised subject matter expert in Fenergo products

·       Help customers achieve their business goals by providing proactive recommendations and best practices related to the Fenergo application

·       Build relationships and work with Product, Professional Services, Customer Success and the wider Support Team to address customers issues.

·       Actively communicate both internally and externally on the progress of the incidents

Key Expectations

Technical Skills:

·       Good understanding of Windows and Linux Operating Systems Administration

·       Strong knowledge of TCP/IP, DNS, HTTP, Active Directory, IIS and other web and network technologies.

·       Good understanding of database technologies and ability to write basic SQL queries to troubleshoot and correct data issues.

·       Knowledge of programming or scripting languages is an advantage

Required:

·       5+ years’ working experience in one or more of the following: Technical Support, Enterprise Architecture, Software Consultant, Development

·       Bachelor’s degree in Computer Science, Computer Engineering or similar discipline is a plus

·       Strong analytical, problem solving and troubleshooting skills

·       High level of self-motivation with a strong desire to solve problems and ability to multi-task following priorities and adhering to SLAs

·       Experience in dealing with large, complex, distributed systems scale business.

·       Ability to communicate clearly and effectively both verbally and in writing with customers and internal teams

·       Leadership skills to inspire a team across multiple locations that are outside your direct chain of command.

·       Demonstrated Customer focus and empathy

·       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%)

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 

• 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