Teams at Fenergo

Own technical relationships and service delivery for enterprise SaaS customers. Lead service reviews, SLA management, incident escalations, troubleshooting, risk assessment, root-cause reviews, and proactive improvement plans. Coordinate Customer Support, Engineering, Product, Operations, customers, and suppliers while reviewing technical evidence and maintaining customer outcomes. Use AI and Intercom workflows to improve support operations, documentation, triage, and communication. Participate in a weekend on-call rota.

Build qualified enterprise pipeline by researching strategic accounts, identifying business problems, engaging senior stakeholders, conducting SPICED-based discovery, developing value hypotheses, and multi-threading buying groups. Partner closely with Field Sales, Marketing, Client Success, and GTM teams to progress opportunities. Maintain disciplined CRM and revenue-tool usage while improving pipeline quality, conversion, and velocity across financial services accounts.

Own post-sale success for a portfolio of Fenergo clients: drive adoption, retention, ROI and expansion. Lead governance (executive reviews, health checks), spot and remediate churn risk, partner with Product/Support/Delivery, and arm Sales with renewal evidence. Coordinate cross-functional teams, surface customer insights and growth opportunities, and be accountable for client-health metrics (CSAT, NRR, FTTV).