How you will impact the team's success
We want to ensure that our clients receive the very best experience on every level and so we are currently recruiting for a superstar Customer Success Manager to optimise our customers experience working with FrankieOne. We are proud to have signed up three of the largest banks in Australia as well as a number of other premium clients in the Fintech, BNPL and Crypto space. You will have the opportunity to design and drive customer success frameworks in collaboration with others in the team. You will have a huge impact on the team in terms of how we work with and deliver products to our clients.
As a Customer Success Manager, the focus of your role will be working with clients to ensure we gain a clear understanding of their requirements, build a framework to gather the right information and create a smooth onboarding experience and transition as customers join our platform. Reporting to the COO, you will help define, refine and deliver the onboarding process from pre-sales through to implementation and customer success. You will work with the customer as their key point of contact with FrankieOne and manage their overall onboarding experience. Your impact on the team's success will be immense.
3+ years experience in a start-up or consulting environment in a similar B2B role
Superb client engagement skills
An innate ability to proactively identify potential pitfalls or bottlenecks and get ahead of them
A natural and collaborative presentation style
A track record of building high-quality relationships through exceptional delivery
A passion for technology and how it solves customer problems
An energetic style and ability to build rapport with anyone
An eye for detail
A customer-first approach
A passion for collaborating with like-minded people.
Working in a start-up team provides a unique opportunity to be able to learn very fast from those around you and help build a team from the ground up.
Work with the client to help deliver a seamless onboarding experience to FrankieOne’s platform
Conduct workshops, product demos, configuration calls, training, business reviews, and overall implementation design
Identify areas of opportunity that may enhance the customer user experience
Work closely with the FrankieOne technical support team to ensure an accurate configuration and implementation of the solution as scoped with the client
Assist sales to deliver presentations that create confidence and certainty for the customer
Provide product feedback to the development team
Find ways to constantly improve the customer experience and deliver wow factor so they want more!
What success looks like
In your first month, we will give you the full induction so that you understand the company culture and meet all of your cross-functional partners. We will ensure that you have all the tools that you need to be successful. You will spend time working with Mark, the COO/CFO to get a full understanding of the role, and Simon, the CEO so that you have a full understanding of FrankieOne’s mission and vision. Day-to-day you will work closely with our Senior Implementation Manager to understand the requirements and responsibilities of the role, and get a clear picture of the current status of clients and upcoming pipeline.
In month two, you will be entrenched in new client implementation activities and developing a strong knowledge and skill set of configuration and our product offering.
By month three you will be super comfortable with the team and ready to refine and develop your customer onboarding approach. You clients are starting to fall in love with you and you are becoming indispensable.
You will be reporting to Mark Powell, FrankieOne’s CFO/COO. Mark Powell joined FrankieOne as the first employee and has worn many hats as the company has grown over the last 2 years. Before joining, Mark spent 11 years in investment banking roles in Sydney and New York, and brings a breadth of experience across finance, operations and leadership roles. You will also have a close working relationship with the Sr. Customer Success Manager on our team.
The full-time role will be based in our Docklands, Melbourne office. As mentioned above, we have a flexible work-from-home policy though we are in the office on Wednesdays and Fridays as a minimum so we can maintain our vibrant office culture and use these days for team collaboration / problem-solving.
Our interview process will involve a series of interviews with the senior management team at FrankieOne.