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CEPRES

Global Support Manager (Fintech SaaS, Private Equity) (f/m/x)

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CEPRES<\/span><\/span><\/span><\/b> is the leading and fastest\ngrowing digital platform for private capital markets, the fastest growing\ninstitutional asset class of sovereign wealth funds, insurers, pensions,\nendowments and more. This global institutional client base benefits from our\nunique and award\-winning investment data & solutions connecting 1,000s of\nmarket professionals via the CEPRES secure investment data network.<\/span><\/span><\/span>
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CEPRES<\/span><\/span><\/span><\/b> is headquartered in Munich\nwith offices in New York, Denver and London. Our team is incredibly diverse and\nentrepreneurial with over 20 nationalities. We value smart and innovative\npeople who work effectively in a team environment and think strategically,\nwhilst solving day\-to\-day challenges.<\/span><\/span><\/span>
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With\nmajor expansion to our client base and use cases, we are seeking a Client\nSupport Manager to support our clients in the successful operations of\nour solution.<\/span><\/span><\/span>
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The\nrole<\/span><\/span><\/span><\/b>
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The Global Support Manager at CEPRES is responsible for building, leading, and scaling a world\u2011class global support organization that ensures operational excellence, technical robustness, and an exceptional client experience across all CEPRES platforms. This role is pivotal in ensuring reliability, service quality, and seamless client support for CEPRES\u2019 private equity\u2013focused fintech SaaS ecosystem \u2014 including analytics, data management, integrations, and workflow automation solutions.
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This senior role drives the global support strategy, oversees multi\u2011tier support operations, and partners closely with Product, Engineering, Delivery, and Client Success to ensure CEPRES clients receive fast, accurate, and technically capable support aligned with enterprise\-grade standards.
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Key responsibilities:<\/span><\/span><\/span><\/b>
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1. Global Support Strategy & Leadership<\/b>
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· Define and lead a global support strategy aligned with CEPRES\u2019 growth, product vision, and client expectations.
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· Build a high\u2011performing, scalable support organization with global coverage.
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· Ensure world\u2011class service delivery, client satisfaction, and operational resilience.
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· Drive adoption of service management processes, ISO 27001 expectations, and CEPRES security standards.
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2. Client Relationship Management<\/b>
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· Serve as a senior escalation point for key CEPRES clients, ensuring fast, transparent, and high\-quality communication.
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· Work closely with Client Success to ensure smooth onboarding, handover, and lifecycle support for institutional clients.
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· Represent client feedback and recurring themes into Product & Engineering roadmaps.
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3. Service Desk & Operational Excellence<\/b>
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· Oversee global L1/L2/L3 support operations, ensuring high\-quality client issue resolution across time zones.
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· Implement, manage, and optimize the CEPRES client\-facing ticketing system with automation, workflows, and advanced reporting.
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· Ensure tickets are triaged efficiently, routed correctly, and resolved within SLAs.
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· Own escalation frameworks, communications, support playbooks, and operational runbooks.
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· Establish proactive monitoring, preventive measures, and internal readiness checks.
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4. Continuous Service Improvement & Innovation<\/b>
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· Implement continuous improvement initiatives across tooling, automation, documentation, service processes, and knowledge bases.
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· Identify opportunities to reduce ticket volume, streamline operations, and enhance support maturity.
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· Introduce KPIs and dashboards that give data\-driven insights into team performance, risks, and improvement opportunities.
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5. CEPRES Platform & Product Expertise<\/b>
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· Develop deep understanding of CEPRES\u2019 proprietary products, data workflows, integrations, and analytics modules.
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· Ensure the support team is trained on CEPRES platform releases, data structures, and private\u2011equity\u2011specific workflows.
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· Act as senior SME for complex technical questions and client escalations.
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6. Team Leadership & Capability Development<\/b>
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· Lead, mentor, and expand a team of global Support Analysts and Customer Support Agents.
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· Define performance frameworks, career paths, and ongoing training programs.
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· Foster a culture of ownership, client\-centricity, and technical excellence.
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· Ensure the support function scales efficiently with CEPRES' growth and platform adoption.
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7. Reporting, Analytics & Documentation Ownership<\/b>
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· Produce reporting for senior management on support metrics, operational risks, team performance, and client satisfaction.
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· Maintain high\-quality knowledge base articles, troubleshooting guides, technical reference materials, and onboarding documentation.
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· Support release readiness, communication, and internal training for new CEPRES platform features.
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Requirements<\/h3>
  • Bachelor\u2019s degree in IT, Computer\nScience, Engineering, Business, or related field.
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  • Basic ITIL knowledge, ISO 27001,\nor other service management/security certifications are a strong plus.
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  • Deep hands\u2011<\/span>on experience\nwith SaaS support, cloud architectures, integrations, APIs, and data pipelines.
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  • Strong troubleshooting\ncapabilities involving data ingestion, platform configuration, authentication,\nand performance.
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  • Familiarity with tools such as Zoho\nDesk, Jira, Confluence, or any other comparable monitoring tools, and logging\nsystems.
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  • Experience collaborating with\nEngineering on debugging, triage, deployments, and release cycles.
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  • Experience supporting enterprise\nfinancial clients, fund managers, administrators, or fintech platforms.
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  • Understanding of private equity\nworkflows, fund structures, investment analytics, and reporting.
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  • Impeccable English communication\n(written and verbal) required.
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  • Strong executive presence and\nconfidence to communicate with senior stakeholders and institutional clients.
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  • Excellent leadership,\nprioritization, organization, and stakeholder management capabilities.
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  • Analytical mindset with a\nproactive approach to problem\u2011<\/span>solving and continuous\nimprovement.<\/span>
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    Benefits<\/h3>
    • Career Path in Private Equity<\/span><\/span><\/span><\/b> <\/b>Step into one of the most in\-demand and exciting industries in finance today. With us, you'll experience unparalleled opportunities for career growth and promotions, receive regular feedback, and benefit from mentorship provided by an international team of passionate experts. Be part of a unique growth story and take on an exciting, challenging role in a dynamic global environment.<\/span><\/span><\/span><\/span><\/span>
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    • Culture That Drives Success<\/span><\/span><\/span><\/span><\/b> We are powered by core values that foster an entrepreneurial spirit, drive results, and empower ownership. At our company, collaboration and mutual support are at the heart of everything we do. Transparency in company goals ensures you\u2019re always part of the bigger picture.<\/span><\/span><\/span><\/span><\/span>
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    • Commitment to Our People<\/span><\/span><\/span><\/span><\/b> We care deeply about our team, offering outstanding benefits and opportunities to thrive in a diverse, inclusive, and international workplace<\/span><\/span><\/span><\/span><\/span>
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    • Compensation of attractive package<\/span><\/span><\/span><\/span><\/b> that reflects your skills, contributions, and growth potential.<\/span><\/span><\/span><\/span><\/span>
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