Head of Institutional Relationship Management

Job Description:

The Role

The Head of Institutional Management acts as the primary strategic contact for Fidelity Charitable's largest and most valuable institutional relationships. This role develops a detailed understanding of client's business and strategic initiatives. The head of strategic accounts will develop a proactive engagement plan that enhances the overall relationship and properly positions Fidelity Charitable solutions and products. This role will be responsible for business development, client growth, client retention, client satisfaction, risk management, acting as lead representative for Fidelity Charitable. The role is responsible for delivering thought leadership, consulting on industry trends, providing executive engagement and acting as the overall advocate for the client. The head of strategic account will strategically engage with senior leaders across Fidelity. This is a management role overseeing a team of relationship managers.

• Lead team of experienced relationship managers to create and catalyze a high performing team focused on deepening partnerships and increasing results across a complex and varied range of institutional relationships.
• Navigates effectively across Fidelity Charitable and the Fidelity enterprise to bring appropriate resources to bear to help drive client growth in a scalable and economically viable manner.
• Contributes to organizational goals/initiatives around growth, client satisfaction, grantmaking and retention.
• Employs a client engagement model and strategy, ensuring the right activities, level of engagement and resource consumption based on overall client relationship and scale.
• Conducts regular client business reviews to discuss and develop the Fidelity Charitable relationship.
• Drives executive leadership engagement at Fidelity events and keeps firms apprised of topical events/webinars to support staff development and growth in charitable space.
• Responsible for contribution and adoption growth across the institutional relationships.
• Manage implementation oversight of the key account relationship management model for top Fidelity Charitable relationships.
• Develops a deep understanding of client business model, evaluating key aspects of their business, and leveraging consulting and discovery tools and best practices to develop the overall Fidelity relationship.
• Responsible for deploying client account plan, oversee pipeline discussions and properly prepare institutions for annual planning and Giving Season readiness.
• Documents client activities, business opportunities, call reports and all communications with clients on a timely basis.
• Highlights Fidelity Charitable events and webinars and drives attendance.
• Proposes and coordinates consulting engagements with Fidelity subject matter experts based on business need (e.g., Practice Management, Technology, Investments).
• Develop strong working partnerships across the Fundraising & Distribution team to drive engagement, coordinate field interaction and communicate best practices.
• Maintain strong relationships with FC Senior Leadership Team and functional areas represented.
• Oversees client satisfaction and retention by collaborating with service and other key business partners to improve and enhance their daily experience.
• Mitigates risk to Fidelity and our clients (e.g., key policy awareness and compliance, looking for potential watch outs on firm practices, and collaborating with our internal partners to raise concerns).
• Cultivates collaborative relationships with key internal business partners across Fidelity.
• Fosters sharing of best practices across the segment and broader organization. Recommends product/service improvements.
• Provides / leads team in providing actionable insights to Fidelity Charitable front line and service / operational organizations.
• Commits to ongoing professional development (i.e., learns and articulates Fidelity value vs. competition, expands skills/knowledge/credentials) for their team and self.

• 10-15 years successful sales or relationship management experience in the financial services industry. Strong knowledge of the RIA, Family Office, Brokerage and Wirehouse markets; understanding of the industry, financial markets and competitive influence.
• Prior leadership experience
• BS Degree required