Senior Consultant, Technology & Implementation

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. 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.

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
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
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
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
Work on other Client Success and cross-functional projects as required

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.
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.

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.