Senior Implementations Manager - Reimbursement Accounts

Fidelity Investments•Covington, KY

3d•Onsite

About The Position

As a Senior Account Manager supporting Fidelity Health’s Clients, you will combine strong consultative account management skills with a deep knowledge of reimbursement account plan administration (i.e. Flexible Spending Accounts, Health Reimbursement Arrangements). Working both collaboratively and independently, you will bring clients from post-sale, through implementation and onboarding, ending at transition to ongoing service and support. You will provide project management skills and administrative services while serving as the subject matter expert for clients during the onboarding of their reimbursement account(s). You will also help the Sales and Relationship Management Teams expand Fidelity’s healthcare businesses and help the Product Team develop industry leading solutions. Your proactive execution of onboarding and administrative processes with quality, accuracy, efficiency, and when necessary, appropriate root cause analysis and corrective action will ensure services are delivered with high quality. By developing and managing the relationship with the client from the very beginning, you will ensure the client recognizes the quality of service being provided and is satisfied with the quality of the service they receive. When necessary, your escalation and active participation in the resolution of service issues will ensure these are addressed appropriately within the organization. Your understanding of the objectives and initiatives related to client projects and work with the organization will ensure work is completed with high quality and efficiency. By bringing voice of the customer feedback to the Product Team, you will help Fidelity continue to develop industry leading solutions.

Requirements

Exceptional project and account management skills including close collaboration with other teams.
Corporate project and/or account management with previous experience in a regulated industry such as Financial Services.
Proficient leadership skills consistently demonstrating the ability to get things done.
Strong and effective interpersonal and communication skills.
Demonstrated ability to balance account management servicing with sound business judgment.
Effective organizational, time management, facilitation and prioritization skills.
7-10 years’ experience of project management and/or consultative client account management with proven ability to build and maintain client relationships.
5-7 years’ experience servicing large corporate clients.
Bachelor’s Degree or equivalent experience.

Nice To Haves

Deep knowledge of reimbursement account plan administration (i.e. Flexible Spending Accounts, Health Reimbursement Arrangements).
Preferred understanding of reimbursement account administration needs, process and regulatory knowledge.
Familiarity with the full range of healthcare and wellness benefits and associated recordkeeping services.
Preferred experience with a broad range of healthcare and wellness benefits.

Responsibilities

Provide project management skills and administrative services while serving as the subject matter expert for clients during the onboarding of their reimbursement account(s).
Help the Sales and Relationship Management Teams expand Fidelity’s healthcare businesses.
Help the Product Team develop industry leading solutions.
Ensure client satisfaction and project completeness.
Identify service enhancements or process improvements.
Identify issue(s), identify solution(s) and determine and act on the best solution in a timely manner.
Ensure services are delivered with high quality, accuracy, and efficiency.
Manage the relationship with the client from the very beginning.
Escalate and actively participate in the resolution of service issues.
Ensure work is completed with high quality and efficiency.
Bring voice of the customer feedback to the Product Team.