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This role is all about leading customer onboardings for our small–mid-market segment. You’ll be running multiple implementations at once and working closely with cross-functional teams. You are a detail-driven, tech-savvy Implementation Specialist who ensures every new customer has a seamless, structured and high-quality onboarding experience. As the dedicated owner of customer implementation for our small–mid-market segment, you will guide clients from contract signature through to successful go-live, setting them up for long-term success on the FrankieOne platform. Reporting to the Head of Implementations, you will help shape, refine and continuously improve the FrankieOne onboarding process. Your ability to plan, communicate and deliver makes you a critical enabler of customer success and internal efficiency.
Job Responsibility:
Own the onboarding process for small–mid-market customers, ensuring every project is delivered on time, in scope and with an exceptional client experience
Work hands-on with customers through requirements gathering, configuration workshops, environment setup, product walkthroughs and training
Translate customer needs into practical implementation steps and guide them confidently through technical decisions
Follow and improve our implementation playbooks, ensuring a consistent, scalable experience
Proactively foresee blockers, manage risks, and keep stakeholders aligned across the onboarding lifecycle
Work closely with our technical teams to ensure accurate configuration, integration pathways and platform setup based on what was scoped with the customer
Validate that environments are functioning as expected before go-live