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

We recruit talented, dynamic people with diverse backgrounds and experiences, all united by a belief in our mission to provide the world’s leading and most trusted price reporting, events, and intelligence service for the markets we serve. We’re 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 you're excited about the role but your experience, skills or qualifications don't perfectly align, we encourage you to apply anyway.

Our Values

Fastmarkets people come from all different walks of life. It’s 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 they're 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.

You’ve read a little about us – now it’s over to you!

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

It’s 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 you’re great.