Onboarding and Implementation Manager

Fidelity-posted 5 days ago
$79,000 - $153,000/Yr
Full-time • Manager
Hybrid • Salt Lake, UT
5,001-10,000 employees
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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.

  • 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.
  • 3-5 years of experience owning end-to-end implementations for a B2B SaaS product.
  • 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.
  • Familiarity with the subject matter or the functionality of equity management platforms is preferred.
  • comprehensive health care coverage and emotional well-being support
  • market-leading retirement
  • generous paid time off and parental leave
  • charitable giving employee match program
  • educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career.
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