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Customer Support SaaS Manager3 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.About UsAs 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.About UsAs 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 RoleTo 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 ResponsibilitiesPrimary responsibility is to provide excellent direct customer support service to Fenergo''s clients in APACManage the customer support interactions with all customers in regional and team that supports themSupport & maintenance of SaaS web applicationsEnsure support requests are managed and resolved within the agreed service level agreement (SLA)Ownership of critical or major incidents for Fenergo''s EMEA RegionProvide regular updates to Stakeholder (internal and external) to ensure they kept fully informedRetain ownership of customer escalations through to resolution to ensure a high level of user satisfactionWorking with engineers and developers to ensure deadlines are metCreation and updating Knowledge BaseClose cooperation with other members of the technical teams, external suppliers, and the technical team on the client sideInteracting with other teams within FenergoProviding proactive analysis of customer issues to ensure feedback into customer and Fenergo technical teams to overcome customer paint pointsProviding proactive notification and management of customer issuesManage team of support analysts, their priorities, objectives and goalsBe primary contact for customer escalations and own these through to resolution and customer satisfactionEnsure content for AI consumption and ensuring AI accuracy in responsesRequirementsMinimum RequirementsExperience working in a Technical Customer Support environment with SaaS applicationsGood understanding of SaaS software principlesAbility to communicate clearly and effectively with customers and internal teamsDemonstrate Customer focus and empathyOur promise to youWe 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 bestOutcomes: Drive Success in every engagementRespect: A collective feeling of inclusion and belongingExcellence: Continuously raising the barBenefitsWhat''s in it for you?Private healthcare cover23 days annual leave3 company daysAnnual bonus opportunityWork From Home set-up allowanceOpportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle ManagementOther competitive company benefits, such as flexible working hours, work from home policy, sports and social committee and much moreBuddy system for all new startersCollaborative working environmentExtensive training programs, classroom and online, through Fenergo University''Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologiesDefined training and role tracking to allow you see and assess your own career development and progressActive sports and social clubSeniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionOtherIndustriesIT Services and IT ConsultingReferrals increase your chances of interviewing at Fenergo by 2xGet notified about new Customer Service Support Manager jobs in Sydney, New South Wales, Australia.Frenchs Forest, New South Wales, Australia 1 month agoSydney, New South Wales, Australia 3 days agoSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 4 days agoHornsby, New South Wales, Australia A$73,000.00-A$90,000.00 3 weeks agoSydney, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 5 days agoCoordinator Contact Centre and Customer ExperienceBankstown, New South Wales, Australia 4 days agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 3 weeks agoSt Ives, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 4 days agoSydney, New South Wales, Australia 6 days agoAuburn, New South Wales, Australia 4 months agoSydney, New South Wales, Australia 3 weeks agoBotany, New South Wales, Australia 4 days agoSydney, New South Wales, Australia $101,000.00-$127,000.00 16 hours agoCustomer Service Manager - Coles Supermarket HurtsvilleHurstville, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 1 month agoFloor Manager (SM Expression of Interest) - Martin PlaceSydney, New South Wales, Australia 5 days agoSAP Basis_ Customer Engagement Deputy ManagerSydney, New South Wales, Australia 3 weeks agoHarris Park, New South Wales, Australia 1 week agoHurstville, New South Wales, Australia 1 month agoSydney, New South Wales, Australia 2 weeks agoWere unlocking community knowledge in a new way. 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