Senior Client Experience Account Manager

Job Description:

Senior Client Experience Account Manager

The Role

The Senior Client Experience Account Manager is a dedicated service professional who provides superior service while driving ideal behavior from ultra-high net worth donors and strategic advisor firms, the most complex relationships within Fidelity Charitable. Each CXAM owns a book of business and facilitates donor and advisor interactions via phone and email, consulting on a broad range of program offerings and service topics. The CXAM support associates as they financial transactions and respond to inquiries from Fidelity Charitable Private Donor Group donors, advisors, and non-profits, while ensuring high quality. The CXAM also partners with a Private Donor Group Philanthropic Strategist in order to fulfill requests from Private Donor Group donors.

Principal Software Engineer

The Role

Fidelity Charitable is looking for a tech lead to help design and develop secure solutions that enable our customers to accomplish their philanthropic goals. As a principal engineer in Fidelity Charitable you will be responsible for leading a team of engineers through the design, development, and release coordination of new and enhanced features.

The Expertise and Skills You Bring

• Interest in leading a team of developers by mentoring teammates, resolving open blockers, and highlighting risks.
• Knowledge of software development best practices.
• Experience working across internal and external teams, and you are motivated to level up your impact.
• Creating responsive front ends using Angular and NgRx
• Designing secure RESTful APIs using Spring Boot, OAuth, and Hibernate
• Triaging complex issues though the analysis of logs, monitors, documentation, and sequence diagrams

• Bachelors degree
• Minimum Experience: 5 years of customer service, sales, service operations or UHNW background required. Experience in the financial services industry, specifically brokerage or investments preferred but not required.
• Ability to maintain successful working relationships with business partners, teammates, and clientele.
• High sense of urgency and understanding when to escalate to solve issues.
• Strong and efficient verbal and written communication skills.
• Problem solving skills and excellent follow through.
• Strong organizational skills, project management, planning, and time management.
• Superior decision-making skills and the ability to operate with a high level of autonomy, makes decisions with minimal oversight that impact donor and advisor.
• The Client Experience Account Manager role is designed to be the point person for complicated service interactions
• Learning and maintaining an intricate knowledge of industry and regulatory standards ensures that appropriate expectations can be set with key firms and donors.
• Supporting efforts of proactive education to advisor firm POCs for dissemination to their clients.
• Anticipating challenges and overcoming them with creative thinking.