Global Support Manager (Fintech SaaS, Private Equity) (f/m/x)
CEPRESAbout the role
CEPRES is the leading and fastest growing digital platform for private capital markets, the fastest growing institutional asset class of sovereign wealth funds, insurers, pensions, endowments and more. This global institutional client base benefits from our unique and award-winning investment data & solutions connecting 1,000s of market professionals via the CEPRES secure investment data network.
CEPRES is headquartered in Munich with offices in New York, Denver and London. Our team is incredibly diverse and entrepreneurial with over 20 nationalities. We value smart and innovative people who work effectively in a team environment and think strategically, whilst solving day-to-day challenges.
With major expansion to our client base and use cases, we are seeking a Client Support Manager to support our clients in the successful operations of our solution.
The role The Global Support Manager at CEPRES is responsible for building, leading, and scaling a world‑class 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’ private equity–focused fintech SaaS ecosystem — including analytics, data management, integrations, and workflow automation solutions.This senior role drives the global support strategy, oversees multi‑tier 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.
Key responsibilities:1. Global Support Strategy & Leadership
· Define and lead a global support strategy aligned with CEPRES’ growth, product vision, and client expectations.
· Build a high‑performing, scalable support organization with global coverage.
· Ensure world‑class service delivery, client satisfaction, and operational resilience.
· Drive adoption of service management processes, ISO 27001 expectations, and CEPRES security standards.
2. Client Relationship Management
· Serve as a senior escalation point for key CEPRES clients, ensuring fast, transparent, and high-quality communication.
· Work closely with Client Success to ensure smooth onboarding, handover, and lifecycle support for institutional clients.
· Represent client feedback and recurring themes into Product & Engineering roadmaps.
3. Service Desk & Operational Excellence
· Oversee global L1/L2/L3 support operations, ensuring high-quality client issue resolution across time zones.
· Implement, manage, and optimize the CEPRES client-facing ticketing system with automation, workflows, and advanced reporting.
· Ensure tickets are triaged efficiently, routed correctly, and resolved within SLAs.
· Own escalation frameworks, communications, support playbooks, and operational runbooks.
· Establish proactive monitoring, preventive measures, and internal readiness checks.
4. Continuous Service Improvement & Innovation
· Implement continuous improvement initiatives across tooling, automation, documentation, service processes, and knowledge bases.
· Identif
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