Enterprise Customer Success Manager, Fonoa
+ Equity
Tax automation for the internet economy
Job no longer available
Tax automation for the internet economy
101-200 employees
Job no longer available
+ 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. Since launching in 2018, the company has expanded its product suite heavily and secured big-name clients such as Booking.com, Spotify, Teachable, Uber and Zoom.
With strong funding under its belt, Fonoa has continued to develop towards becoming a fully international player offering services on a global scale. The company 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 other startups 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.
Filip Sturman
(Co-Founder & COO)Former CPO of the company. Before Fonoa, was a business operator at Uber, Uber Eats, and Trivago between Croatia, Spain, and Germany.
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