Client Onboarding Specialist

2 weeks ago

Tampa, Florida, United States FIA Tech Full time
Job Overview

Position Title: Client Onboarding Analyst (Hybrid/Remote)
Company: FIA Tech
Location: Tampa, Florida


About Us

FIA Tech is an innovative and expanding Software-as-a-Service technology firm that caters to over 8,000 global finance and trading entities. Our solutions address critical operational and technological challenges faced by participants, including buyside firms, end users, Futures Commission Merchants (FCMs), introducing brokers, and market makers. Our mission is to introduce essential innovation, standardization, and technology to derivatives trading and clearing, aimed at reducing costs, enhancing efficiency, and mitigating risks. We offer comprehensive benefits, including company-sponsored medical, dental, and vision coverage, a 9% contribution to your 401k, and generous parental leave policies. Our employees appreciate having the period from Christmas Eve to New Year's Day off annually. FIA Tech proudly holds the Great Place to Work Certification.


Position Summary

We are in search of a knowledgeable and adept professional to become a part of our Client Onboarding team. The Onboarding Analyst will facilitate the sales process through product demonstrations and overviews, manage the complete client onboarding journey, collaborate with various stakeholders, and provide insights to improve client experiences across different FIA Tech Brokerage and Documentation offerings. This role provides a unique opportunity to influence the future design of our platforms, represent our organization, and significantly contribute to our ongoing success. The ideal candidate excels in relationship management, embraces the challenges of leading successful implementation projects, and possesses the ability to troubleshoot and resolve issues. Familiarity with trading and clearing processes, fee and commission management, and FIA Tech's product suite is advantageous.


Key Responsibilities:
  • Oversee the entire client onboarding process, ensuring a smooth and positive experience for new clients.
  • Collaborate with sales, account management, and technical teams to collect necessary onboarding information.
  • Conduct introductory calls and orientation sessions to familiarize clients with products, services, and support channels.
  • Tailor onboarding plans according to client requirements and ensure timely execution of each phase.
  • Act as the primary contact for clients during the onboarding process, addressing questions and resolving issues promptly.
  • Provide training sessions to clients on platform functionalities, features, and best practices.
  • Work closely with cross-functional teams to identify opportunities for process enhancements and implement improvements to streamline onboarding procedures.
  • Maintain accurate and current client records and documentation.
  • Create and manage detailed project plans and product enhancement documentation.
  • Monitor client satisfaction and gather feedback to improve onboarding processes and overall client experience.
  • Collaborate with the sales team to identify upsell and cross-sell opportunities during the onboarding phase.
  • Partner with new organizations and lead their onboarding initiatives to FIA Tech systems.
  • Serve as the key liaison between clients and internal FIA Tech stakeholders.
  • Support customer testing and operation of FIA Tech's systems, including developing and maintaining test plans, and utilizing internal tools to document, track, and resolve all customer inquiries.
  • Participate in FIA Tech Working and User Groups to advocate for new product adoption and gather client feedback.
  • Achieve a comprehensive understanding of FIA Tech's products, functionalities, and workflows, as well as external products that impact our industry.

Qualifications:
  • Bachelor's degree in Finance, Economics, Business, or a related field.
  • Demonstrated experience in client onboarding or customer success roles.
  • Knowledge of or exposure to derivatives markets is preferred.
  • Excellent communication and interpersonal skills.
  • Strong analytical and problem-solving abilities.
  • Technical proficiency, including efficiency in Excel, knowledge of SQL, and familiarity with visualization tools is preferred.
  • Ability to work collaboratively in a fast-paced, dynamic environment.
  • Detail-oriented with exceptional organizational and time-management skills.
  • Strategic thinking skills focused on client needs.
  • Customer-centric approach with a commitment to delivering outstanding service.
  • Willingness to adapt to evolving processes and technologies.

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