Customer Support SaaS Manager

Summary

Join Fenergo, a leading provider of Client Lifecycle Management (CLM) software solutions, as a Customer Support SaaS Manager. This role involves building and expanding professional support services for Fenergo's customers in the APAC region, ensuring customer satisfaction by meeting or exceeding service level agreements. You will manage a regional team, aligning processes with global standards, and handle critical incidents. The position requires strong customer-facing experience in the IT market, technical leadership, and the ability to work collaboratively with internal and external teams. The role may involve travel and occasional work outside of regular business hours. Fenergo offers a collaborative environment, extensive training, and competitive benefits.

Requirements

• Experience working in a Technical Customer Support environment with SaaS applications
• Good understanding of SaaS software principles
• Ability to communicate clearly and effectively with customers and internal teams
• Demonstrate Customer focus and empathy

Responsibilities

• Provide excellent direct customer support service to Fenergo's clients in APAC
• Manage the customer support interactions with all customers in regional and team that supports them
• Support & maintenance of SaaS web applications
• Ensure support requests are managed and resolved within the agreed service level agreement (SLA)
• Ownership of critical or major incidents for Fenergo’s EMEA Region
• Provide regular updates to Stakeholder (internal and external) to ensure they kept fully informed
• Retain ownership of customer escalations through to resolution to ensure a high level of user satisfaction
• Working with engineers and developers to ensure deadlines are met
• Creation and updating Knowledge Base
• Close cooperation with other members of the technical teams, external suppliers, and the technical team on the client side
• Interacting with other teams within Fenergo
• Providing proactive analysis of customer issues to ensure feedback into customer and Fenergo technical teams to overcome customer paint points
• Providing proactive notification and management of customer issues
• Manage team of support analysts, their priorities, objectives and goals
• Be primary contact for customer escalations and own these through to resolution and customer satisfaction
• Ensure content for AI consumption and ensuring AI accuracy in responses

Benefits

• 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