Client Success Consultant

1 week ago

Brisbane, Queensland, Australia Fyi Full time

Overview
Head of Client Success at FYI | Delivering automated document management to accounting practices. Reporting to our Client Success Manager and Head of Client Success, you will be responsible for onboarding new users to the FYI platform and provide ongoing support after onboarding to promote and nurture adoption of our features. Work closely with customers, guiding and supporting their journey to ensure a positive experience and turn them into advocates of FYI.
Your Responsibilities:
Deliver excellent customer service to our clients.
Establish positive relationships and communicate effectively with customers and the FYI team.
Project manage the onboarding journey, including migration and refiling of data for each practice's legacy document management system (completed by our migration team).
Project manage post-live success programs and campaigns, ensuring all desired outcomes are achieved at completion, including increased product usage.
Understand support issues via email or ticketing system to determine the cause, explain the best solution, and follow up to ensure resolution.
Assist with setup and configuration of each practice's FYI platform, and provide ongoing review and assistance when requested by the practice.
Identify projects or practices at risk and bring them back on track before escalation/churn.
Advocate for, empower and persuade users towards best-practice use of the FYI platform.
Assist with and provide insight into the creation and maintenance of content for different levels of users delivered via multiple modes – including training content.
Deliver training via webinars and in-person presentations.
Be the voice of the user and provide feedback to our teams to improve the product.
Provide continual improvement feedback to identify and implement improvements to processes, templates, and content to benefit the team and our customers.
Additional tasks as required across the Client Success Team.
Experience:
not all required but is highly regarded
At least 2 years' experience in a similar role leading practices through cloud technology transformations or working in an accounting practice.
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.
Previous experience using FYI will be highly regarded.
Seniority level
Entry level
Employment type
Full-time
Job function
Consulting, Information Technology, and Sales
Industries
Software Development
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