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Enterprise Customer Success Manager, EMEA



Customer Service, Sales & Business Development
London, UK
Posted on Saturday, June 15, 2024

At Fonoa, we are transforming how digital-first companies stay tax compliant. We provide simple and modular API solutions that easily integrate into any existing workflow. Through our technology first approach, we reduce manual processes, increase compliance and reduce the cost of operations when transacting and scaling internationally.

We are solving one of the largest yet unsolved problems in global e-commerce. Our tax automation software enables companies such as Uber, Zoom, Booking.com, Squarespace and Rappi to expand their international offerings more quickly and stay tax compliant.

As a Customer Success Manager, you will be responsible for ensuring customers realize the value of Fonoa’s solutions and maximize their indirect tax strategy. In this role, you will oversee an overall portfolio of accounts and work with key customer and Fonoa stakeholders to ensure the customer’s success translates to successful renewal and expansion growth. In addition, this role will require you to support Fonoa and our Partners in joint sales efforts to validate services scope, program design components, and ongoing support elements to ensure a scalable and high-quality solution.

A core part of your responsibilities will also include providing expert guidance on Fonoa’s platform capabilities and helping shape the platform's design and implementation to maximize the customer’s desired outcomes.

What you will do

  • Provide adoption and usage best practice recommendations for customers during implementation and ongoing services phases.
  • Drive the overall development, enablement, and success of a customer’s implementation of Fonoa’s tax solutions by understanding their needs and priorities to optimize the use of Fonoa’s solution and resources.
  • Identify and drive the creation of value-driven case studies, develop referenceable customers, and create customer Fonoa advocates to accelerate sales opportunities.
  • Identify new up-sell and cross-sell opportunities to support account growth.
  • Address customer escalations and coordinate internal efforts across teams to drive resolution.
  • Proactively manage a portfolio of customers from implementation to renewal. Own the NPS and customer satisfaction within your managed portfolio.
  • Maintain visibility of account health within your managed portfolio to ensure program success and desired outcomes are executed through each delivery phase.
  • Develop strong relationships with key customer stakeholders and executive sponsors to ensure program advocacy and adoption.
  • Identify thematic account and portfolio level gaps and develop solutions to close those gaps.
  • Participate in collaborative pre-sales activities with Account Executives to validate the scope as it relates to a customer sale, renewal, or expansion.
  • Provide feedback to Fonoa sales teams on pre-sales improvement opportunities through the learnings from each sales opportunity.
  • Support customer product & development requests, providing an avenue for Fonoa Product Team to gain usage request insights.

You will be a great fit if:

  • Minimum of 6 years of customer success, project management, account management, or similar experience.
  • Minimum of 3 years experience in B2B SaaS software
  • Demonstrated a track record of developing strong, collaborative relationships at multiple organizational levels, including customer champions and C-Suite levels.
  • You have the ability to communicate clearly to both technical and non-technical, as well as internal and external stakeholders.
  • You have the ability to develop and communicate Professional Services solutions that deliver value; you maintain a good understanding of commercial elements of a Professional Services proposal and delivery.
  • You have an entrepreneurial streak that translates to creativity and “outside the box” thinking.
  • You desire to work in a fast-paced, start-up environment that is building for scale.
  • You are comfortable navigating new situations and ambiguity with poise. You enjoy converting new challenges into opportunities for Fonoa and taking the initiative to build something great.
  • You have a knack for problem-solving and can easily explain complex challenges in simple and concise ways.

We enable companies worldwide to seamlessly handle their taxes when transacting online by providing outstanding products that automate their workflows. To build exceptional products, we are aware that we need great people. We offer a competitive base salary for this position and remain open to a specific range depending on candidates' experience. Also, we provide attractive equity to keep everyone positively incentivized.

We're a company filled with talented, energetic, and motivated people from all backgrounds who bring in their different perspectives to help us on our mission to make taxes simple. We have a distributed team in more than 20 countries worldwide and you can read more on how we live our values and what inspires us to do amazing things together: https://fonoa.co/LifeAtFonoa

In 2023, Fonoa has been ranked #5 in Sifted’s Rising 100: The ultimate B2B SaaS startup list

Sounds interesting? Please learn more reasons why you should join us.