Customer Success Specialist

The role

You are a passionate Customer Success Specialist that ensures our clients receive the very best experience on every level. With a portfolio of cutting-edge start-up clients, you drive and refine our Small customer management framework in collaboration with others in the team. As a team member, you bring your experience and expertise to fore, driving improvement in how we work and how we deliver products to our clients.

You work 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 Director of Customer Success, you help define, refine and deliver the onboarding process from signature through to implementation and back to business as usual. Once the customer is live you act as a point of escalation for issues raised through our technical team and engage proactively with the customers to ensure adequate ramp up, provide insights on their usage and raise product knowledge. Your impact on the team's success is immense.

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 on addressing challenges. You work with clients on a daily basis to help deliver a seamless onboarding experience to Frankie One's platform. You conduct workshops, product demos, configuration calls, training, and understand customers key metrics so that you can identify areas of opportunity that enhance the customer user experience.

Collaboration. Work closely with the Frankie One 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. Identify development opportunities and work with Sales to increase customers' value by raising leads.

Mentor. You train and coach junior members of the team, peer reviewing their work and supporting their development by sharing your knowledge and experience.

In a previous life you have:

• 3+ years experience in a start-up or SAAS B2B role or equivalent experience. You may have been an onboarding manager or a Customer Success associate.
• A proven track record of successful complex product configuration and training delivery.
• Developed a passion for technology and how it solves customer problems.
• Can proactively identify potential pitfalls or bottlenecks and get ahead of them.
• Built an eye for detail and figuring out what matters to the client.
• Strong people skills, with a natural and collaborative presentation style.
• An energetic style and ability to build rapport with anyone.
• Enjoyed collaborating with like-minded people.

Department Operations Role Customer Success Specialist Locations Philippines Remote status Fully Remote

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