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A Focus on Client Success

Manual post section

Rob Henley
Director of Customer Success

In direct response to the positive feedback we are receiving from the client community, we are continuing to build-out the relatively new area of Client Success Management. In the past quarter, we have added new members, made strides in further aligning clients with the direction of the product roadmap and extended our own collaboration with project teams.

Client Success Management Leaders

We are delighted to announce that we have appointed Charles Carter-Richards as the Client Success Manager for APAC. Charles comes to Fenergo directly from the financial industry, where he held a variety of global markets roles across front- and middle-office functions at major European, American and Australian banks. Charles’ career background includes OTC reform and Client Lifecycle program management.  In addition, his experience working with Fenergo over the past five years makes him an ideal fit for overseeing client success. 

Mick Furlong has moved in to the CSM role in the Americas. Mick brings years of company and industry experience to the position, his most recent role being VP of Client Success in the Americas where he was accountable for all delivery in the region. Prior to Fenergo, Mick spent more than a decade in the Treasury and Liquidity management side of financial services so has a deep understanding of the client’s needs. 

Ian Murray has also joined the team as a CSM Associate to help support our activities and client engagements.  Ian comes from Link Asset Services where he helped to set up the support services team for its fund accounting and management division in Dublin. Over the past five years in that role, he gained valuable experience working with Fintech solution providers as part of the Proof-of-Concept and Implementation team.

Product Roadmap Engagement

The Product Roadmap and associated functional, technical and regulatory enhancements are a fundamental aspect of the Fenergo value proposition.  It has also been cited as a key reason by many clients in selecting us as their technology partners in supporting their transformation agendas. We have been working very closely with Joe Dunphy and Conor McGlynn and their Product Management teams in bringing our clients closer to the roadmap process. This supports our efforts in building a mature, structured engagement process that puts an emphasis on transparency and clarity.  The process has been executed through Working Groups, monthly updates and direct sessions with Product Managers that directly feed product and feature designs. Representatives from our clients’ organizations attended our internal hackathon and provided keen insights into the specific business use cases that our developers addressed. The client feedback thus has been extremely positive, and the consensus has been that we are definitely making strides. Our clients are genuinely interested in helping us mature the product and view their work with us as a true partnership.  It is our collective obligation as an organization to reciprocate and to honour that trust.

Program Enablement

We have been very busy across all regions helping support the project teams with a variety of requests, such as joining clients on roadshows to provide corporate presentations.  These engagements allow us to generate awareness and helps build momentum behind such tasks as the rollout of our software, demonstrations, and fulfilling training requests.

Client Community

We continue to keep our clients informed of the global events we are organizing and provide updates as to which representatives of their firms have been invited. In addition, we continue to facilitate collaboration among our clients on a global basis, providing venues for sharing their experiences in areas such as implementation, post-implementation support, and overall client experience.

If you’d like more information on our client community, please email [email protected].

Rob Henley

Rob Henley Signature


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