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Fenergo is a Dublin-headquartered fintech company trusted by over 100 of the world's leading financial institutions. The company provides an AI-powered FinCrime Operating System that helps banks tackle Know Your Customer (KYC), Anti-Money Laundering (AML), and evolving regulatory compliance challenges across 120+ countries.
As a Senior Technical Account Manager, you will own the technical relationship and service experience for a portfolio of enterprise SaaS customers. You will act as the named technical contact for assigned customers, building relationships with technical teams and senior stakeholders. Your responsibilities include:
**Technical Account Ownership & Governance**: Lead regular service reviews covering open issues, SLA performance, risks, and improvement actions. Maintain clear ownership and follow-through on customer priorities.
**Technical Advisory & Service Assurance**: Understand each customer's Fenergo environment, integrations, and critical dependencies. Translate business impact into technical priorities and assess operational risks. Remain practically involved in reviewing case evidence, logs, and configuration details to shape troubleshooting plans.
**Incident & Escalation Leadership**: Own customer-facing management of complex and major incidents through resolution. Coordinate Level 2 support, Engineering, and Operations teams; communicate impact, progress, workarounds, and next steps. Support root-cause reviews and track corrective actions.
**Proactive Service Improvement**: Analyze recurring incidents, support trends, and customer pain points to identify emerging risks. Agree improvement plans with customers and internal teams, and track actions to completion.
**Cross-Functional Technical Leadership**: Collaborate with Fenergo teams, customer technical teams, and external suppliers. Translate customer needs into clear technical requirements, balance priorities with delivery capacity, and support colleagues through coaching and knowledge sharing.
You will use AI tools (Claude, Intercom) for investigation summaries, troubleshooting hypotheses, case handovers, and knowledge drafting, while maintaining human accountability for technical conclusions and customer communications. Participation in a weekend on-call rota is required, alongside collaboration across regions.
**Requirements**
**Essential Experience & Skills:**
- 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
- Strong understanding of enterprise SaaS or cloud environments, including application integrations, infrastructure dependencies, security, and operational resilience
- Ability to assess production issues, review technical evidence, structure investigations, and coordinate specialist teams through to resolution
- Experience with structured service management, issue prioritization, service reviews, SLA management, and escalation handling
- Excellent written and verbal communication skills; ability to explain complex technical matters to both technical teams and senior business stakeholders
- Sound judgment in balancing customer expectations, operational risk, and delivery capacity; proactive approach to knowledge sharing and continuous improvement
**Desirable:**
- Experience working with financial services organizations or similarly complex enterprise customers
- Working knowledge of AWS, Azure, or GCP, with experience in cloud operations, optimization, or transformation engagements
- Hands-on experience with Intercom for case management, workflows, knowledge, or AI-assisted support operations
- Experience using Claude or similar AI tools for summarization, drafting, categorization, or investigation support
- ITIL or comparable service-management training or experience
- Relevant solution architecture, security, or programme-delivery qualifications
