Senior Client Service Manager

  • Competitive
  • Merrimack, NH, USA Merrimack NH US
  • Permanent, Full time
  • Fidelity Investments
  • 24 Mar 18 2018-03-24

Senior Client Service Manager

The Expertise we're looking for

  • Bachelor's degree
  • 7 years of client facing experience
  • Ability to analyze and draw conclusions from data and position appropriately
  • Strong written and verbal communication skills
  • Strong organizational skills and attention-to-detail
  • Excellent interpersonal skills
  • Experience in a deadline driven environment
  • Travel Required: 10%

The Purpose of Your Role
  • Responsible for supporting accounts with a large participant base and high fee for service revenue
  • Coordinate, collaborate and communicate with all key business partners relative to high profile client work, priorities, etc.
  • Take an active role and/or lead virtual team meetings
  • Communicate directly and consult with plan sponsors (clients) and vendors on a daily basis. Communications may include, but not necessarily limited to, explanation of requirements impact, clarification of business requirements and plan rules, and participant escalations
  • Help flush out high quality business requirements for project, audit and reporting deliverables
  • Serves as subject matter expert and advisor on complex projects for your assigned book of business
  • Create and update procedural documentation to be used by HW Operations and other internal business partners (FinOps, Participant Services, SSU, Data Management, etc.)
  • Takes an active role in ongoing administrative support (audits, monthly billing, contract reviews, etc.)

The Skills You Bring
  • You are a self-motivated team player with the ability to work independently
  • You have a keen ability to build and influence relationships
  • You demonstrate sound business judgment
  • Your attention to detail consistently generates high quality output and is a priority in your daily work
  • You are analytical, technical, and demonstrate robust problem solving and communication skills
  • You are highly organized and have a strong ability to prioritize work under tight deadlines
  • You understand the importance of being detail oriented and accurate while also being able to tailor your communication to the audience

The Value You Deliver
  • Developing innovative solutions to complex business needs by creating efficiencies and determining key opportunities for scale and efficiency
  • Providing assistance to team members within the HW organization and lead internal/external meetings with business partners, vendors and clients
  • Building trust and fostering strong working relationships with key business partners
  • Seek opportunities to proactively provide value-add insight
  • Strive for continuous improvement
  • Seeks feedback proactively from business partners to adjust approach along the way
Company Overview

At Fidelity, we are focused on making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. For information about working at Fidelity, visit

Fidelity Investments is an equal opportunity employer.