LaunchCapital · 15 hours ago
Manager, Product Support - Fidelity RESUME Program
Westlake, TX
Full-time
Hybrid
Mid LevelLaunchCapital is partnering with reacHIRE to offer a return-to-work program in collaboration with Fidelity Investments. The Manager, Product Support - Fidelity RESUME Program will serve as the primary point of contact for product support, focusing on HSA and Reimbursement Account offerings, and will be responsible for product deployment, education, and communication.
ConsumerInformation TechnologyMedical DevicePublishing
No H1B
Responsibilities
Serving as the primary point of support and subject matter authoritative for internal associates on our HSA and RA products offering by providing day-to-day product support, answering product questions, and maintaining product support resources and deploying new features
Communicating product standards to the organization and executing dynamic management processes to ensure solutions are sold to and accepted by clients in a way that can be effectively supported by the client service teams
Influencing and providing product expertise for communications and training materials to support products throughout their lifecycles
Coordinating data collection and analysis of HSA and RA product effectiveness
Measuring and monitoring current HSA and RA product capabilities and assessing trends to provide feedback to the Product roadmap and development process
Driving product feedback discussions/recommendations from clients and internal associates
Developing and implementing improvements to address process gaps
Qualification
Required
HSA experience – familiarity with HDHPs and HSAs, our product offering, and the associated service model and support structure
RA exposure – familiarity with reimbursement account types
Customer focus – think about everything from the customer's perspective; our customers are clients and end user account holders, but we are also starting to build working relationships with advisors, consultants, and other key team members
Series 7 and 63 is required at time of hire or within 3 months of start date
ECFC Certification for FCS, required at time of hire or within 1 year of start date
Proven understanding of what HDHPs and HSAs are, what the strategic direction is by both clients and customers, how the capabilities of the Fidelity HSA work, and a general sense of how competitors position their offering against ours
Must be customer-focused and service-oriented in a very rapid pace environment
Successfully navigate an ambiguous environment and manage your time effectively with multiple significant priorities
Exhibit excellent people skills, influence, and tact across multiple and diverse business groups
Be open to coaching and accept feedback in all aspects of the role and execution
Exhibit excellent analytic and problem-solving skills keeping the customer at the front of your analysis and solution development
Deep knowledge of client fit and the 'why' behind our product capabilities to help client-facing teams understand how to position our offering or key features with clients and to help clients understand how our offering can help seek their business needs
Experience handling production issues or service recovery situations to ensure timely communication and resolution
Experience in client-facing situations as we could potentially get involved in service issues or feature adoption discussions with certain strategic or 'at risk' clients
Company
LaunchCapital
LaunchCapital is focused on entrepreneurs at the seed stage.
Founded in 2008
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase