Onboarding Technical Specialist

The Role

• We are putting additional emphasis on our ability to better serve our customers and improve our customer experience. We are looking for an Onboarding Technical Specialist who will support customers through the technical aspects of implementation and onboarding (both pre-signature and post-signature where needed). This person will have strong technical aptitude and a passion for customer experience with the ability to translate customer needs into clear setup steps guidance and practical solutions.

  This role sits within our Customer Onboarding Team working closely with Sales Product and Technology to ensure customers are set up correctly confidently adopting Fastmarkets products and services from day one and receiving timely high-quality technical support throughout onboarding and beyond go-live.

Principal Accountabilities

Partner with Account Managers across regions to understand customer requirements deliver solution or workflow demonstrations and document technical needs risks and dependencies.

Own end-to-end technical onboarding including account setup user provisioning configuration and validation of successful go-live.

Coordinate resolution of onboarding blockers by raising and tracking technical support tickets managing escalations and working to agreed timelines with internal technical teams.

Deliver onboarding training and tailored enablement (walkthroughs workshops refreshers) to support adoption of products which may not work out of the box.

Create maintain and continuously improve customer-facing onboarding materials and internal playbooks knowledge articles and troubleshooting guides to standardise delivery and accelerate time-to-value.

Track onboarding milestones early usage adoption signals and customer feedback to identify at-risk implementations and coordinate action plans with Sales and Customer Success.

Provide targeted technical troubleshooting for access data delivery integrations and configuration issues; own customer support cases through triage prioritisation resolution and clear communication.

Maintain clear proactive communication with customers throughout onboarding setting expectations providing status updates and ensuring timely follow-up on open items.

Act as a subject matter expert for technical onboarding of Fastmarkets products enabling teams through training shadowing and shared best practices.

Work closely with Product and Technology teams to ensure onboarding requirements are understood improve implementation readiness and advocate fixes or enhancements that reduce customer friction.

Support post-go-live adoption through technical health checks best-practice recommendations follow-up enablement and structured handover to ongoing account ownership.

Manage multiple onboarding workstreams in parallel maintain accurate onboarding records and reporting and follow internal processes for data handling access management and compliance.

KEY INTERFACES

Customer Onboarding Team

Global Sales and Customer Success Team

Product Team

Editorial Team

Marketing Team

Technology and Engineering Teams

Qualifications :

We recruit talented dynamic people with diverse backgrounds and experiences all united by a belief in our mission to provide the worlds leading and most trusted price reporting events and intelligence service for the markets we serve. Were proud to be an equal opportunities employer and are committed to creating a fully inclusive workplace where everyone feels able to participate and contribute meaningfully.

If you are open-minded curious resilient solutions-oriented and committed to promoting equality then read on.

KNOWLEDGE EXPERIENCE AND SKILLS

We are looking for an individual who is highly motivated driven and have a passion to be part of a fast-paced successful team. Being a strong team player is also important as well as someone who is happy to work flexibly.

Requirements

Ability to build rapport and interact with customers and internal stakeholders

Exceptional communication skills (written and verbal) with confidence delivering customer training and presentations

A customer-centric mindset focusing on successful adoption satisfaction and timely resolution of issues

Strong organisational skills with the ability to manage multiple onboarding workstreams and priorities

Experience of working in a global and/or fast-paced environment collaborating across time zones

Knowledge of a second language would be beneficial

Strong problem-solving skills with a structured approach to troubleshooting and root-cause analysis

Technical proficiency and comfort working with common onboarding concepts such as user management permissions SSO data formats and basic integration workflows

Experience creating clear documentation and training materials for technical and non-technical audiences

High attention to detail and a quality-first mindset when configuring customer access and validating outcomes

Prior experience in customer onboarding implementation technical support or customer success for a digital product (B2B preferred) would be beneficial

Experience working with CRM and ticketing tools (e.g. Salesforce Zendesk ServiceNow Jira Service Management) and maintaining accurate case notes

Understanding of identity and access concepts (user provisioning roles/permissions) and single sign-on (SSO) standards such as SAML/OAuth/OpenID Connect

Comfort working with data formats and delivery methods such as API CSV/Excel JSON SFTP python and explaining these clearly to customers

Basic SQL skills and/or experience interpreting logs to support investigation and communication of technical issues

Strong documentation discipline and experience with knowledge tools (e.g. Confluence/SharePoint) and standard operating procedures

If youre excited about the role but your experience skills or qualifications dont perfectly align we encourage you to apply anyway.

Additional Information :

Our Values

Fastmarkets people come from all different walks of life. Its this mix of brilliant personalities experiences and insights that gives us that warm open and friendly culture you can feel as soon as you meet us. But however wonderfully different we all are there are six things we all have in common and they form our Fastmarkets values.

Created by our own employees to reflect some of the personal traits that Fastmarkets people have our values are key to what makes our culture unique. They reflect who each of us are and theyre embedded in everything we do. Our values are:

• METRICS DRIVEN. We use insights to improve our customers experience and our business performance
• ACCOUNTABLE. We are accountable to ourselves and those we work with: we keep our promises and get things done
• GROWTH MINDSET. This value enables us to be nimble to the changing realities and operate with a sense of urgency
• INCLUSIVE. We are inclusive and respectful celebrating each of us and giving everyone a deep sense of belonging with the desire to bring their best self to work every day.
• CUSTOMER CENTRIC. We are customer-centric in all that we do
• COLLABORATIVE. We are collaborative able to work across teams and capitalise on the diversity of intellect perspectives and experiences.

We are committed to ensuring all candidates feel welcomed and supported. Should your application advance and you require accommodations for the interview process please inform us so we can make the necessary arrangements.

Youve read a little about us now its over to you!

If you like what youve read so far and think you can see yourself as a Fastmarkets person its time to fill in your application form. This form is an important part of the selection process: its used to determine whether or not youll be chosen to have an interview and acts as a basis for the questions well ask you on the day.

Its vital that you try to capture all the relevant information we have asked for on the form so we can get a good feel for who you are and why youre great.

Remote Work :

No

Employment Type :

Full-time