Client Experience Account Manager

Job Description: Philanthropic Solutions Account Manager As a member of the Perspectives Service Team, the Philanthropic Solutions Account Manager (PSAM) is a dedicated professional who provides superior service while driving ideal solutions and behavior for our ultra-high net worth Donors and their Advisors. These are the most sophisticated, highly complex and highly valued relationships within Fidelity Charitable. The Philanthropic Solutions Account Manager provides outstanding service and drives ideal solutions for this group of clients (donors and advisors) responsible for over $30B in AUM and more than $5B annually in grantmaking. PSAMs are highly engaged in all areas of support and management relative to the activities inherent to donor-advised fund (DAF) accounts at Fidelity Charitable and are responsible for daily operational end to end service delivery. Note: Fidelity will not provide immigration sponsorship for this position. The Expertise and Skills You Bring Act as a single point of contact to our Perspectives clients for all policy and transactional questions related to their donor-advised fund account. Daily prioritization, problem prevention by anticipating what could go wrong and what should be audited, reactive resolution and when/how to connect with clients by being proactive and responsive Resolves sensitive donor and advisor issues by performing the research to ensure the resolution is complete and accurate within established quality standards and customer service expectation timeframes. Quickly identifies what business partners need to be involved and who to communicate with. Understands what the right timing is to correct the issue to set proper expectations. Responsible for recognizing and escalating potential areas of risk and presenting solutions to appropriate senior managers and donors and advisors. Communicates critical information regarding client needs to all operations teams to ensure consistent high level of service. Owns all communication to Donors or Advisors necessary regarding any transactional activity across Fidelity Charitable’s platform, including grants, contributions, complex assets, private and alternative investing, compliance review, successors and death processing, online access support and account maintenance, account reporting and analysis, money movement, problem resolution, any other general inquiry presented. Consults with client regarding best practices, build out account management processes tailored to support the needs of the client, acts on any client specific requests, and provides recommendations to leadership of products and service requests that may enhance customer satisfaction and ensure a superior service experience. Communicates on project milestones, risks, issues, and general status to all levels within the internal team and external donor and advisors. Accompanies Philanthropic Strategists on some in person Service Reviews and assists in presentation preparation in addition to attending conferences and expos as appropriate. Makes recommendations to operational process and oversees operational aspects of transactional requests. Works independently and has a very strong sense of urgency as it relates to risk and customer obsession. Strong interpersonal navigational skills. Strong customer interaction skills. Superior attention to detail and experience with high dollar transactions. Operational improvement skills. Strong analytical skills Project Management Experience Executes with a high sense of urgency Strong and effective verbal and written communication skills Problem solving skills and general resourcefulness with excellent follow through Superior decision-making skills and the ability to apply judgement and operate with a high level of autonomy, makes decisions with minimal oversight that impact Donor and Advisor Ability to work independently in a fast-paced environment and influence appropriately Deep Knowledge of Fidelity Charitable’s products, services, and policies and procedures Previous Management Experience (preferred) Experience coordinating across Fidelity teams; specifically Legal, Risk, Compliance, Investments, and Tax How Your Work Impacts the Organization The PSAM supports a specific set Ultra-high Net worth Donors and facilitates Donor and Advisor interactions via phone, eMail, Video Conference and occasionally in person meetings, consulting on a broad range of program offerings and service topics. This role is responsible for proactively building a positive client relationship with Donors and business partners across Fidelity as well as with external Advisory Firms to support our Donors requests, facilitate philanthropic conversations to understand donor’s goals, consult on cross product dependencies, and facilitate solutions for very complex transactions and client issues. The PSAM optimizes the client experience as it relates to Operations and Service to drive high satisfaction, quality and efficiency for the donors and Advisors and Fidelity Charitable. The PSAM will have direct operational oversight to coordinate and monitor transactional activity across the various partnering business units within Fidelity Charitable to ensure proper processing from start to finish and will serve as the main point of contact for Fidelity Charitable business units for any questions or clarification needed regarding transactional items. Additionally, these Donors and Advisors may have critical relationships across many parts of the Fidelity Enterprise including, Personal Wealth Management (PWM), Workplace Participant Services (WPS/WI), Stock Plan Services (SPS) and with Fidelity Family Office Services (FFOS). As such, the PSAM must ensure a positive service experience as any negative experience with Fidelity Charitable can have a cascading negative reputational impact across other Fidelity relationships. The Team The Fidelity Investments Charitable Gift Fund ('the charity') is a public charity that sponsors the largest national donor-advised fund program. Since 1991, the charity has introduced tens of thousands of donors to the benefits — and increased charitable impact — of using a donor-advised fund to meet their philanthropic goals. The charity is governed by an independent Board of Trustees, which has hired Fidelity Charitable, a business unit of Fidelity Investments, as the service provider of the charity. These services include, but are not limited to, Program Development, Investment Management, Service Delivery, Marketing, Tax preparation, Technology, Compliance and Fundraising. Additional information can be found at . Fidelity’s Onsite Working Model Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles. Certifications: Category: Client Service 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.