Onboarding Technical Specialist at Fastmarkets

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