Customer Success Manager Job at Fidelity TalentSource LLC, Boston, MA

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  • Fidelity TalentSource LLC
  • Boston, MA

Job Description

Job Description:

The Role

The Customer Success Manager at Fidelity Labs is a pivotal role for the continued success and growth of the Catchlight startup. Catchlight is a new software solution that helps financial advisors prioritize and optimize their leads and prospects. Catchlight launched in May 2022 and is now available to financial advisors across the United States. Visit \u202Ffor more information.\u00A0

In this role, you will partner with the Director of Customer Success and Onboarding Specialist to develop, execute, and support exceptional client experiences with the product. Key attributes for success: excellent client-facing skills, a proactive and collaborative approach, persistent grit and follow-through, and a passion for providing personalized customer service.\u00A0\u00A0

The day to day for this role includes driving proactive communication to clients to help them grow their adoption of Catchlight, identifying expansion opportunities, providing client support as necessary, tracking client activity and following up as necessary, and capturing and sharing product feedback with the Catchlight product and sales teams.

The Catchlight team is an independent startup within Fidelity Labs. This small team owns the entire Catchlight platform including sales, marketing, product, design, user research, and software engineering. We believe in design thinking, lean startup and the principles of agile.\u202F\u00A0

The Expertise You Have \u00A0

  • 5+ years in a client-facing, post-sales role (preferably in a SaaS environment)
  • 4 years of managing a client book
  • Financial services and/or working on a startup experience a plus\u00A0
  • Experience managing a book of business and executing corresponding business reviews and renewals
  • Experience in gathering customer feedback and research and sharing it back to the team\u00A0
  • Experience with Salesforce CRM preferred.\u00A0
  • Experience engaging with end-users, evangelizing a product, and driving adoption across multiple stakeholder groups\u00A0
  • Comfort and experience in Microsoft Excel\u00A0
  • Ability to show business value of a product\u00A0to users and decision makers at all experience levels
  • Bias towards action\u00A0

The Skills You Bring \u00A0

  • Excellent communication skills, both written and verbal\u00A0
  • Active listening skills, with the ability to take notes, prioritize next steps and drive those to completion\u00A0
  • Motivated self-starter; team player\u00A0
  • Proficient at establishing relationships with customers and internal team members\u00A0
  • Able to flourish in a high growth environment where change is constant\u00A0
  • Proficient in Salesforce and other cloud-based tools\u00A0
  • Driven to deliver excellent service and standout experiences to all clients\u00A0
  • Ability to communicate complex software functionality clearly and concisely\u00A0
  • Able to travel, as needed (<15%)

The Value You Deliver\u00A0\u00A0

You will serve as a dedicated contact to clients for all their account needs beyond their onboarding period, providing an empathetic and engaging approach to client service throughout their experience.\u00A0

  • Work cross-functionally to align and execute against an account strategy for each customer\u00A0
  • Manage the post-sale relationship and renewals of Catchlight B2B accounts\u00A0
  • Creating a success plan in partnership with your customer, driving platform utilization, conducting routine business reviews, orchestrating resources aligned to driving customer value\u00A0
  • Identify and capitalize upon expansion opportunities within existing client relationships\u00A0
  • Through customer engagements, raise awareness to your Sales partner to help identify and execute potential expansion (upsell) opportunities to pursue
  • Perform troubleshooting and technical support steps to clients when issues arise, and document best practices to help prepare for any future similar issues

The Team \u00A0

We are Fidelity Labs, Fidelity Investments in-house fintech incubator with a mission to build new businesses to drive growth for Fidelity. We seek to shape the future of our industry by building new products and services to improve the lives of the diverse set of customers, businesses and financial institutions we serve.\u00A0
\u00A0

Fidelity Labs is a dynamic workplace that combines the best parts of startup life\u2014building from scratch, adapting quickly, and moon-shot ambition\u2014with the scale and stability of an industry leader. We provide a safe space for startup teams to explore new business ideas, quickly test them with customers, and scale the most promising concepts within an existing business unit, or as a new venture. Learn more at labs.fidelity.com.\u00A0

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 , 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\u2014we offer a range of opportunities for learning so you can build the career you ve always imagined. blends the best of working offsite with maximizing time together in person to meet associate and business needs. Currently, most hybrid roles require associates to work onsite all business days of one assigned week per four-week period (beginning in September 2024, the requirement will be two full assigned weeks).

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, , 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 .

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

.

Job Tags

Work from home, Flexible hours,

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