Technical Account Manager

2 days ago

Sydney, New South Wales, Australia Fenergo Full time
About Fenergo

Fenergo is a leading provider of Client Lifecycle Management (CLM) software solutions, revolutionizing the way financial institutions utilize client and regulatory technology. With a focus on delivering a faster, compliant, and digital customer experience, Fenergo empowers financial institutions to succeed in the industry.

As a global company with over 700 employees across 11 offices worldwide, Fenergo offers a unique opportunity for ambitious individuals to make a significant impact in the financial services industry. Our impressive track record is reflected in our numerous accolades, including being recognized as the No. 1 CLM provider in RiskTech100TM and the winner of the Deloitte Best Managed Companies award.

Job Description

We are seeking a Technical Account Manager to join our Global Support Team. The successful candidate will be responsible for working with our client's IT teams to provide support for complex production issues with the Fenergo application. As the primary support contact for assigned clients, you will drive issues through to resolution and build relationships with key business and IT stakeholders.

Key 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
Requirements
  • 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
  • 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%)
What We Offer
  • 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

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