Job Description:

Onboarding and Implementation Manager

Note: Fidelity is not providing immigration sponsorship for this position

The Role

Fidelity Private Shares is seeking an energetic, analytical individual to join our client services team as an Onboarding and Implementation Manager. In this role, you will be the first touchpoint for our customers after they've signed on. Your job is to bring their onboarding journey to life-making it simple, engaging, and impactful. You'll play a huge role in shaping their first impression of FPS and setting the client up for long-term success. You will also work cross-functionally with Sales, Product, and Development teams to identify opportunities to optimize the onboarding process. Primary responsibilities include:

• End-to-end implementation - Manage and execute new client implementations of Fidelity Private Shares from start to finish, reviewing and organizing their legacy equity management data for import into the FPS platform.

• Simplify Complexity - Explain technical concepts clearly to users with varying levels of experience

• Improve Customer Satisfaction - Contribute to an exceptional experience by resolving onboarding challenges and helping users hit the ground running.

• Handle Escalations - Confidently manage and de-escalate onboarding issues when needed, always aiming for a positive outcome.

• Meet Key Metrics - Achieve KPIs focused on time to onboard, CSAT, efficiency, and customer activation milestones.

• Collaborate across teams - Identify ways to optimize the onboarding process, remove friction points and shorten the time that our clients spend in onboarding.

The Expertise and Skills You Bring

• 3-5 years of experience owning end-to-end implementations for a B2B SaaS product.

• Familiarity with the subject matter or the functionality of equity management platforms is preferred.

• Strong Excel skills are essential.

• Excellent verbal and written communication skills and comfort with client communication is essential.

• Builder mindset. Ability to think critically about existing processes and propose opportunities for improvement.

The Team

Fidelity is a leader in the equity administration space. We enable builders and operators from start-ups to fortune 500 companies to seamlessly manage their equity and empower their workforce through Fidelity's robust financial wellness offerings.

Our client services team is known among our competitors for providing exceptional customer service. We are a small, collaborative team who thrive on teamwork, open communication, positivity, and going above and beyond in service of our customers.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate's relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.

Please be advised that Fidelity's business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

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