Client Services Implementation Specialist

Position: Client Services Implementation Specialist

Location: (100% Remote) Eastern or Central Time Zones encouraged

About Us:

FIA Tech is a dynamic and growing Software-as-a-Service technology company which supports over 8,000 global finance and trading firms. Our customers depend on our solutions which connect the global futures and derivatives industry for trade processing and regulatory compliance needs.

Position Description:

FIA Tech is seeking a Client Services Implementation Specialist to join our high energy team during a period of exciting growth. This person will be part of a team of subject matter experts who proudly represent FIA Tech as the front line of support for users of our industry-leading software products. The Client Services team at FIA Tech oversees the day-to-day operations of our Documentation, Brokerage, and Regulatory Reporting products, leads new firm onboarding, and provides business and technical assistance to FIA Tech’s global customer base.

The ideal candidate for this role has a talent for relationship management, enjoys the challenge that comes with leading successful implementation projects and loves to troubleshoot and fix issues. Bonus points if you are familiar with trading and clearing processes, fee and commission management, and FIA Tech’s suite of products. This person will report to the Senior Manager of Client Services, Documentation & Regulatory Reporting.

Responsibilities:

• Partner with new companies and lead their onboarding projects to FIA Tech systems
• Create and maintain comprehensive project plans and product enhancement documentation
• Serve as the key liaison between client and internal FIA Tech stakeholders
• Oversee setup of users, training, and troubleshooting client issues
• Understand client systems to inform onboarding migration plans
• Communicate and escalate necessary functionality changes required by client to Product, R&D, and leadership teams
• Participate in product requirement sessions to assess client needs, and solicit provide client feedback on proposed enhancements
• Track successful completion of short and long-term projects goals, communicating to leadership if goals are at risk of not being met
• Own new user education/training sessions by conducting training via web or in-person and managing the creation of user documentation for new services and workflows.
• 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/ Preferred Experience:

• 3 to 5 years of relevant experience in operations, client service, and/or project management roles
• Knowledge of or exposure to derivatives markets is preferred
• Familiarity with trading or clearing processes in futures, derivatives, options, equities or OTC clearing is a plus
• Experience using task-management tools such as Jira is a plus

Education/Certifications:

• BS or BA from an accredited college or university

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