Client Onboarding & Support Manager

About FINTRX

FINTRX is the preeminent resource for private wealth data and research. Its platform features millions of data points on the global Family Office and Registered Investment Advisor ecosystem. Today, FINTRX serves hundreds of customers globally, which include top tier hedge funds, private equity and venture capital firms, real estate firms, institutional investors, investment banks, consultants and service providers.

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