Customer Success Specialist

At FrankieOne, we help organisations mitigate risk and make great decisions. We're absolutely passionate about protecting customers and minimising their exposure to risk and will do whatever it takes to make it simple and easy for them to have a trusted experience that scales. And frankly, makes them smile. We get up in the morning to prevent fraud, to help institutions comply with regulation and to change the way that big banks, FinTech's and others serve their people. When you join the FrankieOne family, you're joining a team of energetic, hoodie-wearing compliance tech geeks, who love nothing more than making processes efficient and dreaming big in the process. (Get it?). As a start up we like to move fast and fix things.

FrankieOne. Helping global FinTech's do big things, fast.

**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 Customer Care Lead, 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 Tech Ops team and engage with the customer to provide insights and product information. 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 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, and understand customers key metrics so that you can identify areas of opportunity that 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. 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.
- 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.

**Our benefits & ways of working**:

- **Pick your own tech. **We want you to be comfortable with your technology. That's why every employee is given an allowance to purchase the technology they want. Team PC or Team Mac, we won't judge
- **Ongoing Development Opportunities. **We pride ourselves on our culture of continuous development and learning.
- **Hybrid Working**:At a minimum we come together on Wednesdays and Fridays so we can maintain our vibrant office culture. Part of the Stone & Chalk startup ecosystem, our offices come with a LOT of perks and community events including weekly breakfast, fortnightly 'Chalk Chills' drinks and 'Sweet Spot'.
- **Enhanced Parental Leave. **We offer up to 12 weeks paid parental leave for primary carers and 4 weeks for secondary (with the option to swap in if needed).
- **Team Building & Social Events. **Trivia or board game fan? We have you covered. We run regular team building and social events to maximise collaboration across teams.
- **MERCH**:On starting, you will receive a coveted Frankie hoody and t-shirt.

Creating a diverse and inclusive culture is fundamental to our success here at FrankieOne. We welcome and value all religions, national origins, gender identity or expressions, sexual orientation, marital status, age pro