Customer Success Lead

at  FrankieOne

YOUR TICKET TO SUCCESS:

Be an advocate. For Frankie, for the product, for our people and for our values.
Energy. You enjoy a high-energy, high-velocity environment. You enjoy a challenge and relish the opportunity to create something that you can be proud of.
Customer Centricity. Your focus is the customer, both bringing new ideas as well as supporting through challenges. You work with clients on a daily basis to help deliver a seamless onboarding experience to FrankieOne’s platform. You conduct workshops, product demos, configuration calls, training, business reviews, and overall implementation design, identifying areas of opportunity that will enhance the customer user experience.
Collaboration. Work closely with the FrankieOne technical support team to ensure an accurate configuration and implementation of the solution as scoped with the client and provide feedback to the development team to ensure products are developed with them in mind and are fit for purpose.
Lead. You coach and mentor members of the team, peer-reviewing their work and supporting their development by sharing your knowledge and experience.
Transform. Change takes time, curiosity, and execution. You will ideate, develop and lead the execution of transformative practices that will create a step-change in customer happiness and operational efficiency.

You are a superstar customer success lead that ensures our clients receive the very best experience on every level, both for your own customers and your team. You will drive and run Customer Success for our strategic account portfolio as a player/coach, leading by example, and driving your own opportunities while coaching others on theirs. You will oversee finding value on strategic accounts to grow value and revenue in these accounts, including ownership of specific accounts yourself. You will evolve our Customer Success methodology and processes in the context of a lean, fast-growing technology startup. As a lead you bring your experience and expertise to fore, driving improvement in how we work and how we deliver products to our clients to ensure our customers receive the very best experience on every level.
‘You help define, refine and deliver the onboarding process from pre-sales through to implementation and customer success. Your impact on the team’s success is immense.