Client Service Manager

Fidelity Investments•Salt Lake City, UT

About The Position

Fidelity Private Shares is looking for an energetic, engaging individual to join our client services team as a Client Service Manager. In this role, you will deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills. The primary responsibility of this role is supporting users of the Fidelity Private Shares (FPS) platform—through inbound support tickets, our self-help library, and other educational materials.

Requirements

3-5 years of experience supporting customers in a B2B SaaS company.
Excellent verbal and written communication skills and comfort with client communication is essential
Passionate about creative problem solving for customers and end users
Self-motivated, eager to learn and thrive in a collaborative environment
Customer obsessed and passionate about providing the best support to customers who are scaling their businesses

Nice To Haves

Familiarity with the subject matter or equity management platforms is preferred.
Familiarity with Zendesk, Hubspot Service Hub or a similar ticket tracking product.

Responsibilities

Engage with customers to resolve issues that come through as support tickets to our team
Partner with Customer Success, Sales, Product and Engineering to diagnose and solve problems
Craft well written, tailored communications to help customers resolve their issues
Serve as a trusted advisor with an open, caring and approachable style of working
Manage multiple competing priorities to achieve results for every customer
Collaborate with cross-functional teams to identify and implement product and process improvements that enhance the client experience.
Meet Key Metrics – Achieve KPIs focused on time to respond, number of touches, CSAT, etc.