Donor Experience & Solutions Account Manager

Fidelity Investments Inc.; Westlake (TX); On-site; USD 100,000 - 160,000; Full time

Job summary

Fidelity Charitable is seeking a Client Experience Account Manager (PSAM) within the Perspectives Service Team to deliver exceptional service and drive optimal donor-advisor solutions for ultra-high net worth clients with over $30B AUM.

You will own end-to-end service delivery on donor-advised fund accounts, coordinating with Legal, Risk, Compliance, Investments, and Tax, and maintaining proactive client relationships through multi-channel communications.

Qualifications

• Acts as single point of contact for Perspectives clients regarding policy and transactional questions.
• Daily prioritization and proactive issue prevention to ensure timely resolutions.
• Resolves sensitive donor/advisor issues with thorough research and quality standards.
• Escalates potential risk areas and proposes solutions to senior managers.
• Communicates client needs to operations teams to ensure high service levels.
• Owns all donor/advisor communications about transactional activity across Fidelity Charitable's platform.
• Advises on best practices and tailors account management processes to client needs.
• Keeps stakeholders informed on milestones, risks and status of projects.
• Assists in in-person service reviews and conference participation.
• Proposes operational improvements and manages transactional workflows.
• Works with urgency and autonomy in a fast-paced environment.
• Demonstrates strong interpersonal and written communication skills.
• Uses solid analytical skills and project management experience.
• Decision-making with minimal oversight affecting donors and advisors.
• Collaborates with Legal, Risk, Compliance, Investments and Tax.

Responsibilities

• Act as single point of contact for donors and advisors on policy and transactional questions.
• Prioritize daily tasks, anticipate issues, and coordinate timely resolutions.
• Investigate and resolve sensitive donor/advisor issues to ensure complete and accurate outcomes.
• Identify and Escalate risk areas with proposed solutions to senior stakeholders.
• Communicate client needs across operations to maintain high service standards.
• Manage all donor/advisor communications for transactions on Fidelity Charitable platform.
• Consult with clients to tailor account management processes and advise leadership on improvements.
• Report project milestones and risks to internal and external stakeholders.
• Attend service reviews and conferences as required to support client goals.
• Lead operational improvements and oversee transactional processes.

Skills

Client relationship management

Communication skills

Project management

Attention to detail

Problem solving

Risk awareness

Client advisory services

Cross-functional collaboration

Independent work

Job description

Fidelity Charitable is seeking a Client Experience Account Manager (PSAM) within the Perspectives Service Team to deliver exceptional service and drive optimal donor-advisor solutions for ultra-high net worth clients with over $30B AUM.

You will own end-to-end service delivery on donor-advised fund accounts, coordinating with Legal, Risk, Compliance, Investments, and Tax, and maintaining proactive client relationships through multi-channel communications.