Enterprise Customer Success Manager

Enterprise Customer Success Manager

Are you passionate about working with top fintechs and global crypto leaders to tackle critical issues? Do you thrive in high-intensity, fast-paced environments but without the red tape that drags organisations down? Keen to be part of a bonafide Australian success story? If so, we want you on our team

As an **Enterprise Customer SuccessManager** at FrankieOne, you will play a pivotal role in driving and managing relationships with our enterprise customers. Acting as both an individual contributor and a mentor to the team, you'll focus on:

- **Solving Immediate Pain Points** - Understanding customer needs and delivering impactful fraud and identity solutions.
- **Unlocking New Opportunities** - Identifying adjacent areas for growth and driving expansion within our enterprise accounts.
- **Building a Best-in-Class Account Management Function** - Helping to shape and scale how we manage and grow strategic relationships.

FrankieOne is at the forefront of building enterprise-grade SaaS solutions that create enormous value for our customers. We've already secured partnerships with three of the top four banks, leading fintechs, and some of the world's largest crypto firms. Our momentum in the enterprise market is undeniable, and we're making a significant impact in financial services.

This is a unique opportunity to shape the future of a category-defining company while solving mission-critical challenges for some of the most innovative organisations in the industry. If you're ready to make your mark, we'd love to hear from you

If you know how to help leading organisations solve their biggest issues then we want you... This is a chance to make your mark, helping the leading fintech and some of the world's largest Cryptos solve massive pain points around Identify and Fraud.

You will drive and run our engagement with our enterprise customers as an individual contributor and mentor to the team, which will involve solving immediate pain points, unlocking new opportunities in adjacent areas of the enterprise's business, and building out a best-in-class Account Management function. You work with the customer and our technical team to deliver fraud and identity solutions that remove critical pain points in our customers' journeys. This is a crucial addition to our accounts team at FrankieOne where you will materially shape the future of a game-changing category creator.

**What you'll do**

If you can really own Enterprise Customer Success then we want you... but... this is not a simple desk-based role; this is a chance to make your mark. You'll be making a step-change to how we operate a business:

- Take charge of key enterprise customer relationships, making sure they get the most out of our fraud and identity solutions.
- Work hand-in-hand with our technical team to create and deliver solutions that make customer journeys smoother.
- Spot opportunities to grow our presence within customer organizations by staying ahead of their changing needs.
- Be a trusted partner for our enterprise clients, championing their needs internally and helping shape our product roadmap.
- Play a key role in refining and improving how we manage and grow our enterprise accounts.

**Your ticket to success**:
**Customer Centricity.**Your focus is the customer. You bring new ideas as well as problem-solve challenges. You work with clients to ensure we gain a clear understanding of their requirements, gathering the right information, to create a smooth onboarding experience and transition as customers join our platform.

**Work end to end.**You help define, refine and deliver the onboarding process from pre-sales through to implementation as well as the ongoing account management through the delivery of quarterly business reviews and operational regular touchpoints for our medium to larger customers.

**Retention and growth focus.**You work with the Customer to identify how our existing solutions can help the Customer achieve their goals, expanding our current portfolio and customer stickiness to our solution.

**Be an advocate.** For Frankie, for the product, for our people, and our values as well as for our Customers - you are the Voice of the customer internally at FrankieOne and ultimately responsible for maintaining a healthy relationship.

**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.
- In collaboration with your colleagues across Frankie, you conduct workshops, product demos, configuration calls, training, and overall implementation design, identifying areas of opportunity that enhance the customer user experience

**In a previous life you have**:

- **5+ years of experience** in enterprise account management, customer success, or similar roles w