Enterprise Customer Success Manager, Fonoa
+ Equity
Tax automation for the internet economy
Open for applications
Tax automation for the internet economy
101-200 employees
Open for applications
+ Equity
101-200 employees
Company mission
To eliminate the manual work when dealing with taxes on online transactions.
Role
Who you are
- 6+ years in customer success, project management, account management, or similar roles
- 3+ years of experience in B2B SaaS environments
- A proven ability to build strong, collaborative relationships across various organisational levels, including with customer champions and C-suite executives
- Clear communication skills, capable of engaging both technical and non-technical stakeholders
- Profciency in developing Professional Services solutions that deliver tangible value, with a solid grasp of the commercial aspects of proposals and delivery
- A creative and entrepreneurial mindset, with the ability to think innovatively
- A keen interest in a fast-paced, scale-up environment and are motivated by the opportunity to contribute to growth
- An adaptable and poised mindset when facing new situations or ambiguity, viewing challenges as opportunities
- Exceptional problem-solving skills, with the ability to distil complex issues into simple, understandable solutions
What the job involves
- As an Enterprise Customer Success Manager at Fonoa, your primary responsibility will be to ensure that customers fully leverage Fonoa’s solutions to enhance their indirect tax strategies
- This involves managing a diverse portfolio of accounts and collaborating closely with both customers and internal stakeholders to secure successful renewals and drive expansion
- Additionally, you'll play a crucial role in supporting joint sales initiatives with Fonoa and our partners, focusing on service scope validation, program design, and the delivery of scalable, high-quality solutions
- An essential aspect of your role will be to offer expert advice on Fonoa’s platform capabilities, influencing its design and implementation to meet and exceed customer expectations
- Adoption and Usage Best Practices: Recommend strategies for adoption and usage throughout the implementation and service phases to optimize customer engagement with Fonoa’s tax solutions
- Value-Driven Advocacy: Generate case studies and cultivate referenceable customers to foster Fonoa advocates, thereby expediting sales processes
- Account Growth Enhancement: Identify opportunities for upselling and cross-selling to foster account growth
- Escalation Management: Manage customer escalations and coordinate cross-team efforts to resolve issues efficiently
- Customer Portfolio Management: Proactively oversee the customer portfolio from onboarding to renewal, aiming for high NPS and customer satisfaction
- Account Health Monitoring: Ensure the success and achievement of desired outcomes at every stage by monitoring account health
- Relationship Building: Establish strong connections with key customer stakeholders and executive sponsors to encourage program advocacy and adoption
- Successful Implementation Facilitation: Align with customer needs and priorities to ensure the successful deployment of Fonoa’s tax solutions
- Thematic Gap Analysis: Identify and address gaps at both the account and portfolio levels to streamline processes and enhance customer experience
- Pre-Sales Collaboration: Work alongside Account Executives in pre-sales activities to ensure the scope of sales, renewals, or expansions is accurately defined
- Sales Team Feedback: Provide Fonoa’s sales teams with insights and feedback gleaned from sales engagements to refine sales strategies
- Product Team Liaison: Serve as a bridge for customer product and development requests, delivering valuable insights to the Fonoa Product Team for ongoing product enhancement
Our take
It's never been simpler to set up a business online. Tools like Stripe, Intercom, and Twilio have enabled entrepreneurs to sell to millions of consumers and businesses across borders. But managing tax compliance remains a minefield that gets even more intense as companies grow and scale internationally. Fonoa removes the challenge of managing indirect taxes from the everyday business of digital-native companies, with a suite of plug-and-play products that make up its global tax compliance platform.
The company achieves this by easily integrating APIs into customer data to eradicate manual tax processes. Fonoa has grown and expanded its product suite heavily since launching in late 2018 with customers including Booking.com, Spotify, Teachable, Uber, and Zoom relying on the platform to enable it to remain tax-compliant and reduce operating costs.
Fonoa's 2022 Series B funding allows the company to further its expansion plans, which includes becoming a fully international player offering services on a global scale. Fonoa is focusing on a full tax stack approach for growth, prioritising technology to suit the digital business models of today. Through this, the company is well-poised to tackle an almost unending market that has catapulted startups like Stripe to Unicorn status.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Jul 2022
$60m
SERIES B
Nov 2021
$20.5m
SERIES A
Total funding: $85m
Company benefits
- Freedom to work fully remote: You choose the location, we are flexible
- We provide all the necessary equipment: Fully equipped tech gear and whatever you need for your ideal office workspace
- 25 days annual leave, plus bank holidays in your local country
- We provide access to any learning courses, certifications, and tools through the world’s leading learning platforms
- Bi-weekly paid lunch: We come online together on Fridays
- Access to co-working hubs: You choose how to run your schedule
- Flexibility and efficiency: We like writing to communicate when meetings are pointless, and meet when it matters
- We host bi-annual company off-sites along with individual team off-sites up to twice a year
- We also have a Book Club, as a group, we choose what we read and then discuss it during a fortnightly morning huddle enjoying our breakfast, and coffee
Company values
- Ownership: Be an owner not a renter
- Problem first. Solution Second: Before starting any work on a solution, make sure to really understand the problem
- Simplicity: We seek to solve complex issues and present simple solutions to our customers
- Disagree and commit: We express our disagreements, but we stand behind team decisions
- Bias for action: In order to compete we must outperform. Speed and agility matter
Company HQ
North City, Dublin, Ireland
Articles
Leadership
Davor Tremac
(CEO)Prior to Fonoa, Davor was a GM at Uber for Southeastern Europe for 4 years, worked in consulting with McKinsey for a decade, and founded a VC-backed startup, Gourmeo.
Ivan Ivanković
(COO)Prior to Fonoa, Ivan was a Senior Operations and Logistics Manager at Uber in Croatia and Spain, ran his own consulting company, worked in the telecom innovation space, and built an e-commerce startup.
Filip Sturman
(CPO)Before Fonoa, Sturman was a business operator at Uber, Uber Eats, and Trivago between Croatia, Spain, and Germany.
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