Customer Success Manager retaining and expanding enterprise accounts for Dispatch’s field - service SaaS platform. Driving renewals, executive relationships, and product expansion.
About the role
- Client Experience Specialist supporting advisor partners and Canadian investors through Fidelity’s mutual fund services. Resolving operational inquiries, coordinating escalations, and improving client experiences.
Responsibilities
- Serve as the secondary contact supporting Client Experience Managers in delivering operational service to critical clients within the Client Services Division
- Maintain relationships with Client Experience Managers and business/internal partners
- Coordinate service delivery across Client Services
- Address client inquiries and escalations quickly and effectively
- Add value to the client experience by understanding priorities, identifying required actions, and taking personal accountability
- Respond to client inquiries in the absence of the primary Client Experience Manager and own them from start to finish
- Assess inquiries and escalations according to internal and external policies and procedures
- Communicate escalations to the Client Experience Manager, management, and impacted parties
- Attend advisor sales events or other client-facing meetings upon request
- Complete special projects, reports, and campaigns as instructed
- Partner with Sales Teams to influence client loyalty
- Collaborate across Fidelity teams to deliver timely solutions, remove barriers, and create seamless client experiences
- Represent the client internally when interacting with key support groups across FIC
- Promote new system and service offerings to clients and influence adoption of new offerings
- Contribute to continuous improvement initiatives
Requirements
- Current work authorization for Canada is required
- Minimum of 18 months of related work experience in the mutual fund services industry
- Completion of College Diploma or equivalent experience as a minimum is required
- Experience with end-to-end customer relationship management is preferred
- Minimum of 1-year experience in inbound call inquiries is preferred
- Minimum of 1-year experience in transaction and/or adjustment processing is preferred
- IFIC or CSC designation is an asset
- Confirmed experience building and handling customer relationships, including in-person interactions
- Excellent knowledge of policies, procedures, transaction types, and product offerings
- Ability to learn quickly and adapt to change
- Excellent verbal and written interpersonal and communication skills
- Ability to work well in a fast-paced environment
- Strong organizational and product awareness
- Knowledge and experience with MS Office Suite, Salesforce, internet, relevant in-house recordkeeping applications, AI, and CHAT
Benefits
- Discretionary performance bonus included in total annual cash compensation
- Company contributions to group RRSP without a matching requirement from you
- Comprehensive health benefits starting on the first day
- 100% employer-paid health benefit premiums
- Up to $6,000 annually for mental health services and therapy
- Parental leave top-up to 100% of salary for 25 weeks
- Up to $650 for home office equipment
- Generous time off policy
- 2 paid days annually to volunteer at a charity of your choice
- Diversity and inclusion programs, including an active network of Employee Resource Groups
- Professional development opportunities, including access to over 11,000 training and development courses
- Tuition reimbursement
- Monetary rewards for completing a required designation
- Flexible working arrangements - 100% remote, hybrid, and in office options
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