Senior Implementations Manager at FrankieOne

Operations, Melbourne melbourne
Posted a month ago

At FrankieOne, your role as a Senior Implementations Manager is crucial. You'll be at the heart of ensuring that our identity, business and fraud detection solutions not only protect our customers but also provide a trusted and scalable experience. Our team is a specialised group that handles our most strategic and high-value customers, we are looking for an individual to orchestrate and lead the delivery of our most complex and challenging integrations.

The role

  • Strategic Onboarding Leadership:
    • Design and execute a comprehensive onboarding strategy that is tailored to the unique needs of each customer.
    • Work closely with the sales team during the pre-sales phase to understand customer expectations and plan the onboarding process accordingly.
  • Project Management and Execution:
    • Manage the entire lifecycle of customer onboarding projects, ensuring that they are completed on time, within scope, and in accordance with contractual obligations.
    • Lead project planning sessions, coordinate internal resources, and allocate tasks among team members to ensure efficient workflow and project delivery.
  • Customer Relationship Management:
    • Establish and maintain strong relationships with customers throughout the onboarding process.
    • Act as the primary point of contact for clients, providing regular updates, managing expectations, and addressing any concerns or issues that arise.
  • Technical Collaboration and Solutioning:
    • Collaborate with the Product Management and Engineering teams to ensure that the solutions are correctly configured and implemented as per the scoped agreement with the client.
    • Provide technical guidance and support to customers, including testing solutions end to end with FrankieOne APIs as well as translating complex technical concepts into understandable terms.
  • Continuous Improvement and Innovation:
    • Regularly assess and identify areas for improvement in the onboarding process and implement changes to enhance efficiency and customer satisfaction.
    • Foster an environment of innovation by encouraging the sharing of knowledge, challenges, and ideas between customers and the FrankieOne team.
  • Quality Assurance and Compliance:
    • Ensure that all onboarding projects comply with regulatory standards and FrankieOne’s policies.
    • Monitor the quality of service provided, ensuring that FrankieOne’s solutions are delivered at the highest standard.
  • Team Collaboration and Support:
    • Actively collaborate with cross-functional teams within FrankieOne, including Sales, Customer Success, Product, and Technical teams.
    • Support and mentor team members, fostering a culture of learning and professional growth.
  • Risk Management and Problem Resolution:
    • Proactively identify potential risks or bottlenecks in projects and devise strategies to mitigate them.
    • Efficiently manage any conflicts or challenges that arise during the onboarding process, ensuring minimal impact on the client and the project.
  • Performance Measurement and Reporting:
    • Develop and maintain comprehensive project documentation and performance metrics.
    • Regularly report on the progress of the onboarding process to senior management and stakeholders.
  • Advocacy and Feedback Loop:
    • Act as the voice of the customer within FrankieOne, providing valuable feedback to internal teams.
    • Advocate for customers’ needs and preferences, ensuring that their feedback is integral to product development and service enhancements.
  • Customer Education and Empowerment:
    • Conduct workshops, product demos, and training sessions for customers to maximise their understanding and effective use of FrankieOne’s products and services.
    • Empower customers with the knowledge and tools they need to successfully utilise FrankieOne’s platform.

Your ticket to success:

  • Lead with Customer Centricity: Your primary focus will be our customers. You’ll work closely with them, understanding their needs to facilitate a smooth and efficient onboarding experience. Your goal is to transform our most complex customer requirements into a seamless transition to our platform within the agreed key project milestones while managing dependencies. To ensure that their journey with us is nothing short of exceptional.
  • Manage End-to-End Onboarding Process: You will oversee the entire customer onboarding journey, from pre-sales discussions to implementation, and beyond into ongoing account management. Your expertise will ensure our large to strategic customers receive consistent, quality engagement through regular operational touchpoints.
  • Technical Acumen: With your technical literacy, you will solve problems in a language that resonates with our customers, addressing their specific needs and ensuring they feel understood and supported. You will also be testing the customer solution before implementation to ensure any custom integration is of the highest quality before it gets into the customer’s hands.
  • Be the Voice and Advocate: You are the customer's champion within FrankieOne. Your role involves being an enthusiastic advocate for our products, values, and people, as well as ensuring the voice of the customer is always heard and valued internally. You will need to manage feature requests if the customer needs additional features that are not yet available by working closely with our product teams to ensure prioritisation decisions and feature build aligns with customer expectations.
  • Foster Collaboration: In partnership with FrankieOne’s sales, customer, product, and technical teams, you’ll ensure solutions are accurately configured and implemented. You will be pivotal in providing feedback to development teams, ensuring our products are customer-centric and fit for purpose.


In a previous life you have:

  • Extensive Experience: You bring over 5 years of relevant experience, ideally in managing complex technical delivery projects in the FinTech industry.
  • Client Engagement: Your natural and collaborative communication style has been honed through building strong client relationships.
  • Risk Identification: You possess a keen ability to identify and mitigate potential risks to client satisfaction.
  • Relationship Building: You have a proven track record of building high-quality relationships through exceptional service delivery and efficient account planning.
  • Passion for Technology: Your enthusiasm for technology and its potential to resolve customer challenges is evident and infectious.
  • Detail-Oriented: You have an exceptional eye for detail and an innate understanding of what matters most to clients.
  • Independence and Teamwork: Your ability to work both independently and as part of a team is essential. You are adept at conflict resolution, time management, and problem-solving.
  • Innovative Mindset: Your ambition drives you to constantly seek improvements and advancements in our processes and offerings.