Sr Client Onboarding Specialist

2 weeks ago

London, United Kingdom FIA Tech Full time

**Job Title**:Sr Client Onboarding Specialist

**Company**:FIA Tech

**Location**:London, United Kingdom

**About US**: FIA Tech is the leading technology provider to the exchange traded derivatives industry. Owned by a consortium of eleven leading clearing firms and the Futures Industry Association (FIA), FIA Tech is committed to serving the industry and launching innovative solutions to improve market infrastructure across the listed and cleared derivatives industry. FIA Tech works in close partnership with the broader industry, including exchanges, clearinghouses, clearing firms and other intermediaries, as well as independent software vendors, buyside firms and end users to bring efficiency to the exchange traded and cleared derivatives industry. Our employee benefits include Private Medical Insurance, Dental Insurance, Group Life Assurance, Group Income Protection, Group Critical Illness, and Pension. Employees enjoy 30 days paid holiday in addition to Bank holidays.

**Position Overview**:
**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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