Client Onboarding & Support Manager

About the role

Onboarding and Implementation is a crucial and foundational part of our customers’ journey with FINTRX. You will be the first team member that our Growth & Core customers will engage with in their customer journey with FINTRX. We aim to design and iterate on an easy and seamless onboarding and implementation experience, helping our customers leverage the often complex nature of the outputs and jobs to be done with FINTRX.

To successfully onboard a customer, you will need to seamlessly coordinate implementation activities with both internal and external stakeholders, provide recommendations and best practices for using the system, and partner with Account Management to drive our customers’ long term success.

Responsibilities:

• Manage ~24 customer onboardings per month for Core accounts in our downmarket segment.
• Understand new customer goals, and tailor your onboarding approach to your customers based on factors such as Asset Class, target investor profile, use case, project timelines, previous experience in fundraising, etc.
• Project manage the technical implementation with CRM systems (where applicable) and execute on account creation 
• Ensure customers successfully accomplish onboarding milestones and exit the onboarding phase of the relationship within 30 days from FINTRX access date.
• Create and contribute to customer onboarding and enablement content
• Contribute to continuous improvement and refinement of the FINTRX Customer Onboarding Process
• Optimize the customer experience by providing customer coaching and training in live online engagements and in recorded sessions
• Engage with customers to triage and/or resolve inbound support requests through live chat, email, and phone

Requirements

• Experience in or strong working knowledge of the wealth management industry
• Must be able to learn and adapt to new systems and processes quickly
• Excellent written and verbal communication skills
• Attention to detail, documentation and organizational skills
• Ability to multitask and meet aggressive deadlines
• Strong teamwork and collaborative skills
• Candidate must be able to work EST business hours

This role requires a high level of organization, detail orientation, urgency, and an unrelenting pursuit of customer value. You will be expected to operate nimbly and adjust to changing customer needs, all while driving decisions that have implications and impact at the intersection of our customers, our business, and yourself.

Benefits

• Competitive annual salary
• Health Care Plan (Medical, Dental & Vision)
• 401k Retirement Savings Plan
• Unlimited Paid Time Off
• Remote work environment*

In addition to our competitive compensation package, we offer a highly motivated, growing and supportive environment with the opportunity to work alongside many other highly talented professionals. We strive to continually build on our evolving culture - which is built on; innovation, drive, and top tier product creation on behalf of our global client base.

FINTRX does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

*Must be able to work EST business hours