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
The Skills You Bring \u00A0
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
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
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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
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