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Bilingual technical sales representative growing SketchUp and ScaffPlan construction technology solutions across Canada. Building customer relationships, developing business, and driving revenue growth.
About the role
- Senior Technical Account Manager owning technical service for Fenergo’s SaaS customers. Driving incident resolution, service improvements and AI-enabled support for financial institutions.
Responsibilities
- Own the technical relationship and service experience for a portfolio of Fenergo SaaS customers
- Act as the named technical contact for assigned customers
- Build relationships with customer technical teams and senior stakeholders
- Lead regular service reviews covering open issues, SLA performance, risks and improvement actions
- Maintain clear ownership, priorities and follow-through
- Understand customers’ Fenergo environments, integrations and critical dependencies
- Translate business impact into technical priorities and assess operational risks
- Review case evidence, including logs and configuration details, and shape troubleshooting plans
- Own 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
- Analyse recurring incidents, support trends and customer pain points
- Identify emerging risks and prevent repeat issues
- Agree improvement plans with customers and internal teams
- Collaborate with Fenergo teams, customer technical teams and external suppliers
- Translate customer needs into clear technical requirements and escalations
- Balance priorities with delivery capacity
- Support colleagues through coaching, knowledge sharing and day-to-day prioritisation
- Capture investigation outcomes in reusable knowledge articles
- Identify repeatable workflows where AI can safely improve quality and efficiency
Requirements
- 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 develop detailed Fenergo product knowledge
- 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
- Experience of structured service management, issue prioritisation, service reviews, SLA management and escalation handling
- Excellent written and verbal communication
- Ability to explain complex technical matters to technical teams and senior business stakeholders
- Ability to build trust and collaborate across organisations and geographies
- Sound judgement in balancing customer expectations, operational risk and delivery capacity
- Proactive approach to knowledge sharing, continuous improvement and responsible AI use
- Experience working with financial services organisations or similarly complex enterprise customers is desirable
- Working knowledge of AWS, Azure or GCP is desirable
- Experience contributing to cloud operations, optimisation or transformation engagements is desirable
- 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 is advantageous but not required
- ITIL or comparable service-management training or experience is desirable
- Relevant solution architecture, security or programme-delivery qualifications would be beneficial
- 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
- Participation in a weekend on-call rota is required
Benefits
- 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’
- Flexible working hours
- Work from home policy
- Sports and social committee
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
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