Client Engagement & Support Manager
UK (Hybrid/Flexible Hours) | đź•’ Full-time | đź’Ľ SaaS / Investment & Wealth Management Tech
Salary: Up to ÂŁ70,000
Annapurna Recruitment is partnering with a growing technology business in the investment and wealth management space to find a Client Engagement & Support Manager.
This is a pivotal, client-facing leadership role, bridging the gap between customers and internal teams to ensure seamless service delivery, proactive communication, and consistently high satisfaction levels. You’ll manage both the Application Support and IT Operations teams, oversee SLAs, and act as the trusted liaison for key accounts.
What You’ll Do
* Lead client engagement: Build trusted relationships, handle escalations, and maintain transparency throughout issue resolution
* Manage support teams: Oversee global Application Support Analysts and IT Operations, ensuring tickets are triaged, resolved, and documented effectively
* Own SLAs & service reviews: Monitor performance, report on service metrics, and present updates to both internal stakeholders and clients
* Enhance product knowledge: Understand platform logic, architecture, and tools to confidently communicate with clients and assist in troubleshooting
* Drive operational excellence: Coordinate upgrades, maintenance, and IT processes to ensure high system availability
* Spot growth opportunities: Identify potential upsells, cross-sells, and service improvements within the client base
What You’ll Bring
* 7–10 years’ experience, including 3+ years in a client-facing role (Customer Success, Account Management, Technical Project Management) and 2+ years leading application/technical support teams
* Strong track record managing SLAs, escalations, and service delivery in a technology-driven environment
* Confident communicator able to translate complex technical issues into clear, client-friendly language
* Experience working across time zones and managing distributed teams
* Knowledge of investment, wealth management, or financial technology is advantageous
* Flexible to work between 7am–9pm as needed to support global clients
Why Join?
* Play a key role in shaping client relationships in a growing, high-value sector
* Lead cross-functional teams and make a measurable impact on service quality
* Join a collaborative, professional environment where innovation and client success are top priorities