Community Portal Manager

About Us

At Fenergo were not just building software - were transforming how the worlds leading financial institutions fight financial crime. Headquartered in Dublin and trusted by over 100 of the worlds top financial institutions were on a mission to change the game.

Were more than a global leader in AI-powered client lifecycle management - were reimagining how financial institutions tackle compliance. From Know Your Customer (KYC) and Anti-Money Laundering (AML) to rapidly evolving regulations we turn complexity into clarity. Our FinCrime Operating System powered by agentic AI and intelligent automation helps financial institutions move faster act smarter and stay safer across 120 countries.

But we dont stop there.

At Fenergo we believe in a world where financial institutions arent just compliant - theyre confident. Where technology doesnt just meet regulations - it stays ahead of them. Our mission is to empower financial institutions to stop financial crime and create a safer world.

Every product we build every innovation we deliver and every partnership we forge is shaped by that belief. Were tackling some of the toughest challenges in financial technology. From speeding up onboarding to uncovering hidden risks our work empowers banks to serve their customers with speed integrity and peace of mind.

Join us and be part of a team thats building smart solutions solving real problems and shaping the future - together.

About The Role

Fenergo isseekinga strategic and autonomous Community Portal Manager to lead the planning rollout and continuous evolution of our client-facing Community Portal. This is a newly createdrole at the intersection of customer experience product enablement and digital support with ownership of both day-to-day operations and long-term success.

This is a mid-level management position suited to someone who thrives in cross-functional environments is comfortable working with autonomy and can deliver both strategic value and day-to-dayexecution.

Key Responsibilities

• Own and strategically drive the community platform and its performance with accountability for user growth engagement traffic and client success KPIs.
• Lead the design development and execution of portal programs that enhance client self-service and engagement including onboarding webinars gamification and targeted campaigns that drive sustained usage.
• Oversee daily operations of the community including user administration moderation and governance of content quality while identifying and implementing platform enhancements that improve scalability and user experience.
• Define and deliver a strategic content roadmap in collaboration with Product Support Enablement and Marketing teams to ensure accuracy discoverability and alignment with business priorities.
• Create curate and optimize content including discussion prompts FAQs best practices and knowledge articles to drive client education enablement and engagement.
• Leverage analytics and insights from user behaviour search trends and content performance to inform continuous improvement and demonstrate measurable community impact.
• Integrate community initiatives with product launches marketing campaigns and client success programs ensuring the portal is a key strategic channel for engagement and communication.
• Champion knowledge management excellence embedding scalable content strategies and feedback loops between community support and product teams.
• Represent the voice of the customer relaying actionable feedback recurring pain points and enhancement opportunities to internal stakeholders.
• Ensure service excellence and responsiveness across all community interactions maintaining high standards for value delivery and client satisfaction.

What Success Looks Like

• A strategic data-informed community ecosystem that strengthens client enablement and reduces inbound support demand.
• High adoption and engagement across content tools and features among Fenergos client base.
• Demonstrable improvement in client experience and measurable reduction in reliance on traditional support channels.
• Robust analytics and reporting that inform decision-making and continuous optimization.
• Strong cross-functional alignment and recognition of the community as a key client success and knowledge management asset.

Key Qualifications & Skills

• 68 years of experience in community management client enablement or digital customer experience ideally within B2B SaaS or enterprise software.
• Proven ability to strategically lead and scale a digital client or community portal from design and implementation to ongoing optimization.
• Demonstrated knowledge management expertise with experience developing and maintaining structured client-facing content ecosystems.
• Strong stakeholder management and cross-functional collaboration skills with experience influencing senior teams and driving alignment across departments.
• Excellent communication storytelling and content strategy capabilities.
• Analytical mindset confident using data and insights to drive engagement and demonstrate ROI.
• Hands-on experience managing or building community or client portals including platform configuration content governance and user engagement.
• Familiarity with support CRM and digital success tools (e.g. Salesforce Gainsight knowledge base systems).
• Comfortable working autonomously driving strategy and delivering in a fast-paced evolving environment.
• Experience in regulated or enterprise software industries is advantageous.

Nice to Have

• Proven experience using Gainsight or similar customer success platforms to inform community strategy measure engagement and optimize client lifecycle management.

If youre excited about this role but dont meet every requirement we still encourage you to apply. We value people who are eager to learn and grow.

Our Promise To You

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.

What We Value Is At The CORE Of How We Succeed

• Collaboration: Working together to achieve our best
• Outcomes: Drive Success in every engagement
• Respect: A collective feeling of inclusion and belonging
• Excellence: Continuously raising the bar

Whats In It For You

• Healthcare cover
• Pension
• Employee Assistance Programme
• Opportunity to earn an annual company bonus
• 23 days annual leave
• 3 company closure days
• Extensive training programs classroom and online through Fenergo University
• Other competitive company benefits such as flexible working hours work from home policy sports and social committee and much more
• 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

Diversity Equality and Inclusivity

Fenergo is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all employees are valued respected and can reach their full potential. We do not discriminate based on race colour religion sex national origin age disability or any other characteristic protected by applicable law. Our hiring decisions are based solely on qualifications merit and business needs. We believe that a diverse workforce enriches our company culture fosters innovation and contributes to our overall success. We strive to provide a fair and supportive environment for all employees promoting equal opportunities for career development and advancement. We encourage all qualified individuals to apply for employment opportunities and join our team in contributing to a collaborative and inclusive work environment.

Required Experience:

Manager