Senior Technical Account Manager

• Help 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
• Technical 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

Benefits

• Flexible working
• Employee wellness program
• On-going training & career progression plans
• Employee recognition plan
• Sports & social activities
• Mentoring & Coaching
• Professional Development
• Give Back to the Community
• Employee Support Groups

• Service management. Experience of structured service management, issue prioritisation, service reviews, SLA management and escalation handling
• 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
• 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
• 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
• 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
• Experience 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