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For Companies At a Glance
- Tasks: Onboard and support clients, ensuring their success with the FYI platform.
- Company: FYI is a tech company transforming the accounting industry with innovative solutions.
- Benefits: Enjoy remote work flexibility, a collaborative team environment, and opportunities for professional growth.
- Why this job: Join a passionate team reshaping accounting practices and make a real impact in the industry.
- Qualifications: 5+ years in client success or similar roles, with experience in accountancy software.
- Other info: Must be based in the UK and willing to undergo a screening check.
The predicted salary is between 48000 - 72000 £ per year.
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 systems.
- 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 revolutionising 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!
Senior Client Success Consultant (Remote - UK) employer: FYI
Contact Detail:
FYI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Client Success Consultant (Remote - UK)
✨Tip Number 1
Familiarise yourself with the FYI platform and its features. Understanding how it specifically benefits accountancy firms will allow you to speak confidently about its advantages during interviews.
✨Tip Number 2
Network with current or former employees of FYI or similar companies. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach.
✨Tip Number 3
Prepare examples from your past experience that demonstrate your ability to manage complex client relationships and projects. Highlighting specific successes will showcase your expertise effectively.
✨Tip Number 4
Stay updated on trends in cloud technology and document management within the accounting sector. Being knowledgeable about industry developments will position you as a well-informed candidate.
We think you need these skills to ace Senior Client Success Consultant (Remote - UK)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in client success and accountancy practices. Emphasise your familiarity with cloud technology transformations and any specific software like CCH or other document management solutions.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the accounting industry and how your skills align with FYI's mission. Mention specific examples of how you've successfully managed complex client projects and improved client satisfaction in previous roles.
Showcase Communication Skills: Since strong communication is key for this role, consider including examples in your application that demonstrate your ability to articulate complex information clearly. This could be through past training sessions you've led or successful client interactions.
Highlight Mentorship Experience: If you have experience mentoring others, make sure to include this in your application. Discuss how you've supported team members in their development and contributed to knowledge sharing within your previous teams.
How to prepare for a job interview at FYI
✨Showcase Your Expertise
As a Senior Client Success Consultant, you'll need to demonstrate your deep understanding of accountancy practices and document management solutions. Be prepared to discuss your previous experiences with CCH or similar platforms, highlighting specific challenges you overcame and the impact of your contributions.
✨Emphasise Communication Skills
Strong communication is key in this role. Practice articulating complex information in a clear and concise manner. You might be asked to explain how you would guide clients through technical challenges, so think of examples where you've successfully communicated with clients in the past.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and client management skills. Prepare scenarios where you've managed at-risk clients or led successful onboarding processes. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Demonstrate Your Mentoring Approach
Since mentoring is part of the role, be ready to discuss your approach to supporting and guiding less experienced consultants. Share examples of how you've contributed to team knowledge sharing and training initiatives, showcasing your leadership qualities.
