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Client Onboarding Analyst

3 months ago

Tampa, United States FIA Tech Full time
Job DescriptionJob DescriptionJob Title: Client Onboarding Analyst (Hybrid/Remote)
Company: FIA Tech
Location: Tampa, Florida

About US:  FIA Tech is a dynamic and growing Software-as-a-Service technology company that supports over 8,000 global finance and trading firms. Our systems solve the most pressing operational and technological challenges for participants, including buyside firms, end users, Futures Commission Merchants (FCMs), introducing brokers, and market makers. Our mission is to bring much needed innovation, standardization, and technology to derivatives trading and clearing to streamline costs, increase efficiency, and reduce risks. Some of our benefits include company-paid medical, dental, and vision benefits, a 9% company contribution into your 401k, and rich parental leave benefits. Our employees also enjoy having the period from Christmas Eve to New Year’s Day off every year. FIA Tech is proud to be a Great Place to Work Certified.

Position Overview:
We are seeking an experienced and skilled professional to join our Client Onboarding team. The Onboarding Analyst will support the sales process in product overviews and demos, manage end to end client onboarding processes, collaborate with various stakeholders and provide feedback to enhance client experience across various FIA Tech Brokerage and Documentation products. This role offers the opportunity to have a strong voice in the future design of our platforms, be the face of our organization, and contribute significantly to the continued success of our organization. The ideal candidate has a talent for relationship management, accepts the challenge that comes with leading successful implementation projects and can troubleshoot and fix issues. Additionally, knowledge or experience with trading and clearing processes, fee and commission management, and FIA Tech’s suite of products is preferred.

Key Responsibilities:
  • Manage end-to-end client onboarding process, ensuring a seamless and positive experience for new clients.
  • Collaborate with sales, account management, and technical teams to gather necessary information for onboarding.
  • Conduct welcome calls and orientation sessions to introduce clients to products, services, and support channels.
  • Customize onboarding plans based on client needs and ensure timely execution of each step.
  • Serve as the primary point of contact for clients during the onboarding phase, addressing inquiries and resolving issues promptly.
  • Provide training sessions to clients on platform usage, features, and best practices.
  • Work closely with cross-functional teams to identify areas for process improvement and implement enhancements to streamline onboarding procedures.
  • Maintain accurate and up-to-date client records and documentation.
  • Create and maintain comprehensive project plans and product enhancement documentation.
  • Monitor client satisfaction and gather feedback to enhance onboarding processes and overall client experience.
  • Collaborate with the sales team to identify upsell and cross-sell opportunities during the onboarding process.
  • Partner with new companies and lead their onboarding projects to FIA Tech systems.
  • Serve as the key liaison between client and internal FIA Tech stakeholders.
  • Support customer testing and operation of FIA Tech’s systems including creating and maintaining test plans, utilizing internal tools to document, track and close all customer incidents/questions.
  • Join FIA Tech Working and User Groups to advocate for new product adoption, gain client feedback, etc.
  • Achieving excellent understanding of FIA Tech’s products, functionality, and workflows as well as external products that affect our industry.
Qualifications:
  • Bachelor’s degree in finance, Economics, Business, or related field
  • Proven experience in client onboarding or customer success roles
  • Knowledge of or exposure to derivatives markets is preferred.
  • Strong communication and interpersonal skills
  • Strong analytical and problem-solving skills.
  • Technical skills, efficiency in excel, knowledge of SQL and visualization tools preferred.
  • Ability to work collaboratively in a fast-paced, dynamic environment.
  • Detail-oriented with excellent organizational and time-management abilities
  • Problem-solving skills and the ability to think strategically about client needs.
  • Customer-centric mindset with a commitment to delivering exceptional service.
  • A willingness to adapt to evolving processes and technologies.

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