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FrankieOne Logo FrankieOne · IT - Administration

Technical Implementation Specialist

Indonesia; Philippines · Job Posted February 14, 2026
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Job Description

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
  • Validate end-to-end flows: request construction, authentication, payload schemas, callball/webhook handling, retries, idempotency and error recovery
  • Provide implementation guidance with concrete examples (sample payloads, recommended patterns, reference configs and test strategies)
  • Partner with Customer Success to hand over customers smoothly at the end of onboarding
  • Work with Sales to validate solution scoping and with Product to surface customer-led insights and opportunities for improvement
  • Keep customers informed, engaged and confident at every stage
  • Internally, provide clear updates, escalate issues early and ensure alignment across teams supporting the implementation

Requirements

  • 3+ years experience in implementation, onboarding, project coordination or a similar role in a SaaS or tech start-up environment
  • A proven track record of successfully onboarding customers to a complex or configurable product
  • Strong hands-on troubleshooting ability in production-like environments: logs -> evidence -> hypothesis -> validation -> fix
  • Experience supporting API/webhook integrations and debugging auth/signature, payload and callback issues
  • Delivered training sessions, run workshops and supported customers through technical or operational setup steps
  • Developed a strong understanding of how technology solves customer problems and how to translate requirements into configuration
  • Demonstrated excellent organisation, attention to detail and ability to keep multiple projects on track
  • Built strong interpersonal skills with an engaging, consultative communication style
  • Enjoyed collaborating with high-performing teams and contributing to process improvement
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