Job Description:

The Role

Our Fidelity Private Shares (FPS) team is looking for an energetic, engaging individual to join our client services team as a Client Service Manager. The primary responsibility of this role is supporting users of the FPS platform-through inbound support tickets, our self-help library, and other educational materials. In addition, you will assist in gathering and assembling client data for our implementation process as needed. This involves reviewing and organizing client cap table data for import into the FPS platform, so attention to detail and comfort with numbers and data is essential.

Alongside this work, you will consult with our developers to solve problems and communicate customer feedback to our product team. This role will also provide opportunities to help support other initiatives that our client service team undertakes.

The Expertise and Skills You Bring

• Candidates should have 3-5 years of experience supporting customers in a B2B SaaS company. No legal or technical experience is required, although familiarity with the subject matter or equity management platforms is beneficial.

• Our team members possess excellent verbal and written communication skills, an ability to keep multiple projects organized and moving forward, and a willingness to dive in and learn new things.

• We look for people who are empathetic, tech-savvy, and interested in working with startups from seed to mid-stage.

• Familiarity with Zendesk or a similar ticket tracking product is helpful.

Note: Fidelity will not provide immigration sponsorship for this position.

The Team

Our customer success team is known among our competitors for providing great service and an easy onboarding process. We collaborate frequently with product and development teams and stay in close touch with our sales team as they bring in new clients. While we have "branches" of support and customer success, we are a small team and our collaborative, helpful attitudes are essential ingredients in our success. In addition, the Private Market group routinely collaborates with our Stock Plan Services colleagues supporting pre-IPO and public companies.

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Category:

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 every other week (all business days, M-F) in a Fidelity office.