Document Management and Process Automation
For Accountants in Practice

(Technical) Escalation Manager


About the Company

FYI is on a mission to provide the best in-market tech solution to improve the productivity of accounting practices around the globe. They are growing quickly and need great people to build out their team. Their software automates a firm’s email and document management to save time on repetitive tasks and improve accuracy.

Launched into the Australian market at the end of 2018 the platform has quickly gained more than 2,000 subscribers from firms of all sizes. Global expansion is now on the agenda starting with New Zealand and the UK.  

Based in Adelaide, South Australia, the team is seeking an experienced Escalation Manager to continue to drive the business forward. 

What We Need

FYI are looking for someone who loves solving complex problems to delight customers.


  • You are naturally inquisitive and enjoy unlocking technical barriers.

  • You can build long-term customer relationships and are enthusiastic about delivering great outcomes.

Your role will be to support the Product, Customer and Technical teams and will become the ‘go-to’ person for resolving technical customer issues.


You will be the internal customer advocate by providing solutions and continuously adapting and driving operational and product improvements as more and more firms are brought on board.


Your Experience

  • Knowledge of account and escalation management in a B2B environment.

  • You’ll need to be able to quickly understand and articulate complex information concisely and accurately.

  • Experience with SaaS is a distinct advantage and being able to interpret technical requirements into non-technical terms for customers both orally and in writing is also a requirement.

Most importantly, you’ll be part of a team who are all working towards delighting accounting firms around the planet.

FYI work collaboratively and enjoy challenging each other to produce an intuitive, user friendly product that provides best practice solutions.  If you are passionate about customer advocacy and would describe yourself as a ‘techy’ with a strong personal interest in SaaS then this is the role for you! 

For more information get in touch with Paula at EGM or hit the apply button.


© 2020 EGM Partners

Executive Search and Interim Management

Recruitment and OD Services

EGM Recruitment Pty Ltd

ABN: 24613658389

Mail: GPO BOX 2309, Adelaide, 5001

Office location: L4/33 Pirie Street, Adelaide 5000