Onboarding Specialist Jobs

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Onboarding Specialist

The Role

The Onboarding Specialist at Fidelity Labs is a pivotal role for the continued success and growth of the Catchlight startup. Catchlight is a new software solution that helps financial advisors prioritize and optimize their leads and prospects. Catchlight launched in May 2022 and is now available to financial advisors across the United States. Visit https://catchlight.ai for more information.

In this role, you will partner with the Director of Customer Success to develop, implement, and support exceptional client onboarding experiences with the product. Key attributes for success: excellent client-facing skills, an eye for detail, persistent grit and follow-through, and a passion for seeing clients realize the full potential of their subscription.

The day to day for this role includes running client onboarding and support, responding to client inquiries, driving proactive communication to clients, and capturing and sharing product feedback with the Catchlight product and sales teams.

The Catchlight team is an independent startup within Fidelity Labs. This small team owns the entire Catchlight platform including sales, marketing, product, design, user research, and software engineering. We believe in design thinking, lean startup and the principles of agile.

The Expertise You Have

• Ability to show business value of a product
• 2+ years in a client-facing, post-sales role (preferably in a SaaS environment)
• Comfort and experience in Microsoft Excel
• Experience in gathering customer feedback and research and sharing it back to the team
• Experience with Salesforce CRM preferred.
• Bias towards action
• Experience engaging with end-users, evangelizing a product, and driving adoption across multiple stakeholder groups
• Financial services and/or working on a startup experience a plus

The Skills You Bring

• Motivated self-starter; team player
• Proficient in Salesforce and other cloud-based tools
• Active listening skills, with the ability to take notes, prioritize next steps and drive those to completion
• Ability to communicate complex software functionality clearly and concisely
• Excellent communication skills, both written and verbal
• Driven to deliver excellent service and standout experiences to all clients
• Open to occasional travel, as needed
• Proficient at establishing relationships with customers and internal team members
• Able to flourish in a high growth environment where change is constant

The Value You Deliver

You will serve as a key contact to new clients as they first join Catchlight, providing an empathetic and engaging approach to client service for the first two months of their experience.

• Onboarding: This position is primarily responsible for the onboarding of Catchlight’s new clients. This will require creating a customized curriculum, detailed follow-up on the process, and being a strategic resource for guidance during the process.
• Communication: Internal communication with the team will be a crucial responsibility of this role to retain and drive revenue. External communication will include maintaining and elevating our standards of superior customer service, collecting, sharing, and advocating for software best practices.
• Troubleshooting: When problems arise, it will be necessary to perform troubleshooting steps to ensure that issues are properly resolved. Also, it will be part of your responsibility to document best practices so if the same issue arises in the future the team is better prepared to handle it.
• Training: Each new client goes through a customized onboarding process that includes training on Catchlight’s software and products. The Onboarding Specialist will be responsible for hosting these trainings and understanding the role that each client plays within their own organization

The Team

We are Fidelity Labs, Fidelity Investments’ in-house fintech incubator with a mission is to build new businesses to drive growth for Fidelity. We seek to shape the future of our industry by building new products and services to improve the lives of the diverse set of customers, businesses and financial institutions we serve.

Fidelity Labs is a dynamic workplace that combines the best parts of startup life—building from scratch, adapting quickly, and moon-shot ambition—with the scale and stability of an industry leader. We provide a safe space for startup teams to explore new business ideas, quickly test them with customers, and scale the most promising concepts within an existing business unit, or as a new venture. Learn more at labs.fidelity.com.

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Certifications:

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.

At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a Best Place to Work in 2023. And you don't need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you've always imagined.

At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working”. Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week, 5 consecutive days, every four weeks. These requirements are subject to change.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 3.