Client Success Manager



FYI
Adelaide
1 April 2019

  • Exciting new SaaS document management and process automation platform for Xero Accountants
  • Experienced leadership team, rapidly growing client base
  • Critical role building client success team and foundations for scale
  • Career development with global opportunities

FYI is a new breed of cloud document management and process automation for accountants. After three years in development, FYI launched into the Australian market in 2019 and is already attracting attention as a game-changer for Xero accountants. We are a team of experienced and passionate individuals based in Adelaide, Our end game is global expansion starting with the UK in the second half of 2019.

For more information, visit www.fyidocs.com

The Opportunity

FYI is looking for a Client Success Manager (CSM) who can own the post-sales process to ensure our clients see early and ongoing return on investment in FYI.

This is a crucial new role reporting to the CEO. The CSM will own the relationship between each practice and FYI, nurturing them through their free 30-day trial to become active users of the platform and ultimately, passionate advocates of FYI.

You will be responsible for the design and execution of a well thought out customer onboarding framework that delivers the shortest path to value so that clients see early return from investing in FYI.

Through automated emails nurturing new trial clients, one to many webinars, and 1:1 conference calls, you will build strong relationships with new customers, ensuring their onboarding experience is positive.

The CSM's responsibilities will include;

  • Onboarding new users to first value: Creating FYI champions, demonstrating the product, educating both users and practice leadership, ensuring trial clients sign up to a suitable FYI plan.
  • Ensuring clients are trained on existing and new features: using automated emails and Help Centre resources and more.
  • Managing the FYI Community and Super User network: developing a strategy and drafting content to share with our email database.
  • Proactively engaging clients at risk: providing support and trouble-shooting.
  • Providing customer insights: communicating with clients, calculating client health metrics and levels of engagement, providing insights for the product roadmap.
  • Client advocacy: surveys, external reviews, case studies and referrals .

How the CSM fits with the FYI team

The CSM will lead our support team based in the Philippines to ensure email support delivers the highest level of client satisfaction.

The broader FYI team will look to the CSM for input across key decisions in product, sales and marketing;

  • Work closely with product strategy – understand the product roadmap and how it will add value to clients.
  • Work closely with sales and marketing – write compelling content related to the product and customer in form of product explainer videos, onboarding documentation and emails, provide analytics and advice helping to shape marketing strategy.

Measuring success of the role

  • Creation of scalable onboarding frameworks to deliver happy clients with minimal touch-points.
  • Adoption of FYI within each practice – active users, adoption of new product features.
  • Creation of client feedback channels – measures of client satisfaction, referrals and case studies.

What's in it for you?

  • Work closely with the CEO on a daily basis
  • Operate within a dynamic and supportive team
  • Prove your ability globally amongst multi-national business partners
  • Direct input into FYI's business direction and outcomes

Genuine scope for the right candidate to become part of our Senior Management team with opportunities for financial and professional growth, including a role in the global expansion of FYI.

Preferred Experience

  • Minimum 6+ years in a relevant professional environment, ideally within the accounting industry / practice management in Australia so you can demonstrate a good understanding of the daily mechanics of a busy accounting firm.
  • Experience in a SaaS or software company is favourable, as is knowledge of and experience in product support and/or marketing automation platforms.
  • Experience writing business content in the form of product documentation, blog articles, customer emails, case studies and more.
  • Experience in handling client queries, solving business problems, quickly picking up new skills and strategic thinking.

Skills and Qualifications

  • Educated to degree level preferred but not essential.
  • Great business and content writing skills essential
  • Client focus – ability to navigate business priorities and still deliver value to our clients.
  • Business nous – ability to proactively identify areas of improvement and prioritise tasks that will have most significant impact.
  • Tech savvy - ability to develop a strong technical understanding of the FYI platform and product marketing tools such as in-product support, automated email management, explainer video creation, webinars more. We use Ontraport, ZenDesk, Appcues, Wordpress, Calendly, Zoom and more!
  • Analytics and insight – obsessive about numbers, efficiency, measuring and learning.
  • High EQ – abilty to build relationships with clients and stakeholders. Patient, calm under pressure, attentive.
  • Driven, self-motivated, enthusiastic with a ‘can do’ attitude, and a healthy sense of humour.

Salary

$85k plus super, depending on experience

To apply

Send resume and cover letter to jacqui.hooper@fyidocs.com telling us why you are suitable for this role.

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