Responsibilities

• Client Relationship Management:

• Develop and maintain strong relationships with key partners within our client organizations.

• Understand clients' business objectives, struggles, and success criteria.

• Act as a trusted advisor, providing strategic guidance and best practices.

• Product Adoption and Optimization:

• Ensure clients fully use our software to achieve their goals.

• Conduct regular check-ins to assess usage, identify opportunities, and address any challenges.

• Collaborate with clients to create success plans and drive adoption.

• Client Advocacy and Issue Resolution:

• Advocate for clients internally, ensuring their needs are met.

• Address client inquiries, concerns, and critical issues promptly.

• Collaborate with technical support teams to resolve issues effectively.

• Client Retention and Expansion:

• Monitor customer health metrics and proactively address any risks.

• Identify upsell and cross-sell opportunities based on client needs.

• Collaborate with sales to expand the client relationship.

• Client Training and Education:

• Conduct product training sessions for clients.

• Educate clients on standard methodologies and industry trends.

• Foster a culture of continuous learning.

Skills

• Excellent communication skills (both written and verbal).

• Strong customer service orientation.

• Proficiency in reading and writing technical documentation.

• Leadership abilities to drive client success.

• Comfort with data and analytics to track performance.

Preferred Experience

• Multiple years of experience in customer-facing customer success, account management, or strategic consulting roles.

• Exposure to B2B SaaS environments is a plus.

• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.

If you thrive in a fast-paced, collaborative environment and are passionate about helping financial institutions combat risks, we'd love to hear from you!

Certifications:

Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.

Join Us

At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.

Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Working onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most hybrid roles require associates to work onsite all business days of every other week in a Fidelity office.

At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.