AddressAt FrankieOne, we are on a mission to redefine identity verification and fraud prevention across the world. Serving an expansive client base across 120 countries in a multitude of sectors-from banks and fintechs to gaming and beyond-we provide best-in-class onboarding and fraud detection solutions. Our diverse and impressive clientele includes industry heavyweights like Shopify, Westpac, AfterPay, and Binance, as well as the fastest-growing fintechs. With approximately $50 million in funding from the world's largest VCs, including AirTree in Australia and GreyCroft in the US, we've solidified our position as a trusted global leader.
But what really sets us apart is our dedication to the mission. We are fiercely committed to protecting customers and minimising their exposure to risk. We strive to provide a trusted, scalable experience that not only meets regulatory requirements but also genuinely makes people smile. When you join the FrankieOne team, you're joining an energetic, hoodie-wearing, compliance tech-geek team that loves nothing more than solving big problems and dreaming big in the process. We move fast and fix things, because that's what it takes to help global companies do big things, fast.
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.
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: We come together 3 days a week 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) & flexible public holidays.
- 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 profiles, and those with specific needs. We are also aware that women and other marginalised people may only apply if they tick every box. However, even if you don't meet every single point on our , as long as you meet any essential criteria, and are motivated and curious to learn then please get in touch. We'd love to have a chat and take it from there!
