Please note: All applicants must be based in the United Kingdom and be prepared to undergo a screening check.
Your Role:
As a Senior Client Success Consultant, you’ll play a pivotal role in onboarding, nurturing, and supporting clients throughout their lifecycle with the FYI platform. FYI is a dedicated platform for accountancy firms. You’ll act as a strategic partner to our clients, particularly in complex implementations, guiding them through technical and change management challenges, while ensuring long-term adoption and satisfaction.
You’ll also mentor consultants and share knowledge within the Onboarding team. Working closely with the Head of Operations (UK) and Head of Client Success, you will help shape best practices that elevate our service and team capabilities, including leading and delivering new projects.
You'll need to be confident in your ability to share your expertise and understanding of how Accountants are using Document and Practice Management in their firms. Ideally, you’ll have experience having previously implemented CCH or other established Practice and Document management solutions.
Your Responsibilities:
* Own and deliver the onboarding process for clients, including complex and high-touch projects
* Provide expert guidance during platform configuration and data migration (executed by our Migration Team), ensuring seamless transitions from legacy system
* Deliver post-live success programs and campaigns to drive adoption, measure success, and realise value from the platform
* Build strong, lasting relationships with clients through effective communication, proactive support, and a deep understanding of their needs
* Deliver best-in-class customer service to support users throughout their journey with FYI
* Identify and manage at-risk clients with tailored engagement plans to re-align and retain
* Advocate for best-practice platform usage to drive client success and efficiency
* Deliver clear, engaging training sessions via webinars, one-on-one sessions, and in-person presentations as required
* Triage and resolve support issues by working with clients via email or ticketing systems to understand, troubleshoot, and resolve issues
* Regularly contribute insights to product and content teams to help shape platform enhancements and user resources
* Support the creation and refinement of training materials and content for various user levels and delivery channels
* Drive continual improvement across onboarding and success processes, documentation, and team knowledge sharing
* Mentor and support Client Success Consultants by providing guidance, sharing experience, and contributing to onboarding and training initiatives for new team members
* Lead internal initiatives that promote knowledge sharing and elevate service quality across the team
* Contribute to strategic team discussions, bringing forward client insights and proactive suggestions for innovation and improvement
* Work on other Client Success and cross-functional projects as required
Experience:
* At least 5 years' experience in a similar role leading accountancy practices through cloud technology transformations.
* Ability to manage multiple projects, meet deadlines, and work collaboratively in a remote team.
* Strong written and verbal communication skills, and can articulate complex information in an easy-to-understand way.
* Experience with practice management software and/or other document management software is highly valued.
About FYI Software
FYI is a leading tech company revolutionizing the accounting industry. Built by accountants, for accountants, our purpose-built platform automates document and practice management, freeing accountants from repetitive tasks so they can focus on what truly matters. Our mission is to be the most widely adopted and trusted software for accountants globally, offering seamless integration, proven ROI, and bulletproof security.
At FYI, our values drive everything we do:
* Ease: We believe in making the complex simple, creating frictionless solutions that are easy to onboard, integrate, and automate.
* Empowerment: We’re here to give accountants control over their tasks, time, and business, enabling them to reach new levels of productivity and satisfaction.
* Passion: Our work is fueled by a genuine passion for innovation and excellence, ensuring we exceed expectations for our clients and ourselves.
* Innovation: We bring together the brightest minds, delivering cutting-edge solutions that keep FYI and our clients ahead of the curve.
Joining FYI means being part of a collaborative, fast-moving team that is reshaping the future of accounting practices worldwide. If you're ready to make a difference and grow with us, we want to hear from you!