Senior Technical Account Manager

Fenergo; Toronto; Hybrid; CAD 110,000 - 150,000; Full time

Benefits offered by this job

Healthcare cover with Canada Life

Retirement savings plan

Employee Assistance Programme

Annual company bonus

20 days PTO

3 company closure days

Fenergo University training

Work From Home setup allowance

Flexible working hours

Work from home policy

Job summary

Fenergo in Canada seeks a Senior Technical Account Manager to own the technical relationship for a portfolio of SaaS customers. You will lead incident management, advise on integrations, and drive proactive service improvements with cross‑functional teams across Support, Engineering and Product.

You will translate complex technical issues into actionable steps, maintain strong stakeholder engagement and ensure outcomes that align with customer priorities and our AI‑driven support strategy.

Qualifications

• Substantial customer-facing experience in technical account management or related fields.
• Strong understanding of enterprise SaaS or cloud environments and integrations.
• Ability to assess production issues and coordinate specialist teams to resolution.
• Experience with structured service management, SLAs, and escalation handling.
• Excellent written and verbal communication, with ability to explain complex tech matters to varied stakeholders.
• Proactive approach to knowledge sharing and continuous improvement in line with responsible AI use.

Responsibilities

• Technical account ownership and governance for assigned customers with regular service reviews.
• Technical advisory and service assurance through understanding environments and dependencies.
• Incident and escalation leadership across Level 2, Engineering, and Operations with clear communications.
• Proactive service improvement by analyzing incidents and trends and tracking actions to completion.
• Cross-functional leadership to translate customer needs into clear technical requirements and knowledge sharing.

Skills

Enterprise customer experience

Technical understanding

Practical problem-solving

Service management

Communication and influence

Judgement and improvement

Job description

About us

At Fenergo, we’re not just building software—we’re transforming how the world’s leading financial institutions fight financial crime. Headquartered in Dublin and trusted by over 100 of the world’s top financial institutions, we’re on a mission to change the game.

We’re more than a global leader in AI-powered client lifecycle management—we’re reimagining how financial institutions tackle compliance. From Know Your Customer (KYC) and Anti-Money Laundering (AML) to rapidly evolving regulations, we turn complexity into clarity. OurFinCrimeOperating System, powered by agentic AI and intelligent automation, helps financial institutions move faster, act smarter, and stay safer across 120+ countries.

But we don’t stop there.

At Fenergo, we believe in a world where financial institutions aren’t just compliant—they’re confident. Where technology doesn’t just meet regulations—it stays ahead of them. Our mission is to empower financial institutions to stop financial crime and create a safer world.

Every product we build, every innovation we deliver, and every partnership we forge is shaped by that belief. We’re tackling some of the toughest challenges in financial technology. From speeding up onboarding to uncovering hidden risks, our work empowers banks to serve their customers with speed, integrity, and peace of mind.

Join us, and be part of a team that’s building smart solutions, solving real problems, and shaping the future—together.

Overview of Role

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.

Main Responsibilities

• 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.

Key Skills and Experience

Essential

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

Desirable

• 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.

AI Tool Usage Expectations

Use Claude or other approved AI tools for investigation summaries, troubleshooting hypotheses, case handovers and knowledge drafting. Use Intercom workflows and AI capabilities to improve triage, categorisation, response consistency and customer experience.

Review, validate and refine AI‑generated outputs before internal or external use. Follow Fenergo policies on security, privacy, acceptable use and confidential customer data. Maintain human accountability for technical conclusions and customer communications, and identify repeatable workflows where AI can safely improve quality and efficiency.

Other information / Circumstances

Participation in a weekend on‑call rota is required, alongside collaboration with customers and colleagues across regions.

Our promise to you

We are striving to become global leaders acrossall ofthe categories weoperatein and as part of that we are a high‑performing highly collaborative team that works cross functionally to accommodate our client’s needs.

• Collaboration: Working together to achieve our best
• Outcomes: Drive Success in every engagement
• Respect: A collective feeling of inclusion and belonging
• Excellence: Continuously raising the bar

What’s in it for you?

• Healthcare cover with Canada Life
• Retirement savings plan
• Employee Assistance Programme
• Opportunity to earn an annual company bonus
• 20 days PTO
• 3 company closure days
• Extensive training programs, classroom and online, through ‘Fenergo University’
• 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
• 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.
• Work From Home set‑up allowance

Diversity, Equality, and Inclusivity

Fenergo is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace, where all employees are valued, respected, and can reach their full potential. We do not discriminate based on race, colour, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law. Our hiring decisions are based solely on qualifications, merit, and business needs. We believe that a diverse workforce enriches our company culture, fosters innovation, and contributes to our overall success. We strive to provide a fair and supportive environment for all employees, promoting equal opportunities for career development and advancement. We encourage all qualified individuals to apply for employment opportunities and join our team in contributing to a collaborative and inclusive work environment.

Recruitment Safety

For information on our recruitment process and how to verify communications from Fenergo, please visit our Careers page.