Global Onboarding Expert

1 month ago

Tampa, Florida, United States FIA Tech Full time

About FIA Tech

We are 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. We also offer a period from Christmas Eve to New Year's Day off every year. FIA Tech is proud to be a Great Place to Work Certified.

Job Overview

We are seeking an experienced and skilled professional to join our Client Onboarding team as a Global Onboarding Expert. The ideal candidate 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 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 our continued success. 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 stakeholder.
  • Support customer testing and operation of FIA Tech's systems, including creating and maintaining test plans and utilizing internal tools to document, track, and close all customer incidents/questions.
  • Achieve an excellent understanding of FIA Tech's products, functionality, and workflows, as well as external products that affect our industry.

Requirements

The ideal candidate will possess a Bachelor's degree in finance, economics, or business, with proven experience in client onboarding or customer success roles. Knowledge of or exposure to derivatives markets is preferred. Strong communication and interpersonal skills, along with strong analytical and problem-solving skills, are essential. Technical skills, including efficiency in Excel and knowledge of SQL and visualization tools, are also preferred.

Compensation Package

The estimated salary for this position is around $80,000 - $110,000 per year, depending on qualifications and location. This compensation package includes a competitive base salary, as well as additional benefits such as company-paid medical, dental, and vision benefits, a 9% company contribution into your 401k, and rich parental leave benefits.

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