Work from Home | client success supportFYI Software Pty Ltd

CLIENT SUCCESS SUPPORT
 
Your Role:
 
The Client Success Support role is a crucial part of the client success team, delivering on impactful projects that are essential to FYI's objectives. Supporting the Onboarding team, this role will ensure communications are delivered on time, deadlines are met, client queries are responded to and ad-hoc tasks are delivered - resulting in positive outcomes for our clients and team.
 
Your Responsibilities:
 
Reporting to our Client Success Manager, you will:
Become an expert in the FYI platform, with a thorough understanding of the onboarding process and how to use existing and new features
Ensure all steps in the customer onboarding process are executed on-time and to a high standard, to build a foundation of trust and quality with our customers
Ensure all key customer data is entered and kept up to date for reporting accuracy
Setup client's filing structure, signatures, and stationery, to ensure readiness to go-live
Perform document refiling for assisted onboarding clients, to ensure a smooth transition to our platform
Identify and suggest improvements to existing processes (i.e. minimise repetition, maximise efficiency)
Provide assistance to our technical support team with respect to new clients during their onboarding phase, establishing a good rapport from the outset. This includes:
Displaying effective management of their queries
Providing accurate issue identification and resolution
Smart use of our escalation process (minimising the impact on our development team)
Empowering end-users to support themselves using our knowledge base
Highlighting gaps in our existing knowledge base
Provide other ad-hoc assistance to the Client Success team as required
What success looks like:
Same day, or next day turnaround of ad-hoc tasks
Management and maintenance of the client service calendar (no events missed)
Client onboarding support queries are responded to within the hour and resolved within 24 hours
Deliverables in First 6 Weeks:
Complete FYI eLearning courses
Read through each article in the FYI Help Centre
Watch FYI training and masterclass resources
Experience with automated process, document migration and refiling tools
Become a point of contact for client onboarding support matters, providing appropriate troubleshooting advice and timely resolution
Run the onboarding process for 5+ new clients
Tracking Progress:
An initial review will be held with your manager after 3-months to discuss progress
Additional performance reviews will be scheduled at 6-months (end of probationary period) and 12-months and will continue every 6-months on an ongoing basis.