{"id":3724585,"url":"https://alion.io/job/fidelity-investments-client-service-manager-2","title":"Client Service Manager","company":{"id":21095,"name":"Fidelity Investments","domain":"fidelity.com","url":"https://alion.io/company/fidelity","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":36,"ghost_share":0,"stale_share":0.083,"repost_share":0.111,"time_to_fill_p50_days":19,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-11-02T00:00:00Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-06T15:12:01Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Fidelity will not provide immigration sponsorship for this position.\nJob Description:\nThe Team-Based Client Services Manager (CSM) is part of the Client Service Management, Tax Exempt Market (TEM) Plan Services organization and is a key client facing associate responsible for the operational integrity of the plan. The CSM operates in a service team environment and is accountable for plan level record keeping and operational activities related to DC, NQ, and HSA plans.\nThe CSM establishes, maintains, and manages daily client relationships with client decision makers, who are responsible for operational plan design and overseeing ongoing administration. In addition, they focus on day-to-day resolution of complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes. They coordinate and prioritize the efforts of the internal operational service team, Managing Directors, aligned CSMs and back-office processing groups. This role supports clients in a team service model so the Team-Based CSM provides both Plan-Level (CSM) and Participant-Level (CSA) expertise and support to Tax Exempt plan administrators. There is no aligned book of business for this role.\nThe CSM may be primarily phone-based, primarily email/XTRACs-based, or a hybrid depending on business needs and skillset of the associate. Our hours of operation are 8:00AM - 7:00PM ET.\nPrimary Responsibilities\nRespond to client phone calls and emails related to participant-level issues\nFor Team-Based CSM clients, submit projects for plan-level changes/enhancements (AE, AIP, EDT, OLE, eCertify Hardships, etc.)\nProvide PSW/SCP training and support to clients\nCollaborate with internal business partners (CAR, MI, MO, TRS, NQ) to ensure that client requests and escalations are responded to timely\nRespond timely to internal requests (COMM items)\nPoint of escalation for operational issues and service recovery efforts\nObtain formal direction from client from proper authorized requestor as required\nProvides education/training on service changes\nReview changes to ensure they were made according to request\nConsult with clients regarding legal ramification of not complying with NDT results\nAssist with delivery of test results and interpretation (i.e. for plans that fail NDT testing, follow-up discussions with the client to determine if a change to business plan is required)\nServes as operational consultant during client on boarding for new Implementations and corporate actions\nResponsible for consulting on regulatory changes and ensuring the plan is updated in compliance with the regulatory changes\nEducation and Experience\nBachelor's degree preferred\n5-10 years of relevant experience, preferably with 5 being in defined contribution\nExperience establishing and maintaining relationships with key client operational decision makers\nExperience facilitating client interactions (phone, face to face)\nSkills and Knowledge\nDemonstrates a strong knowledge of industry trends and issues, Fidelity processes, procedures, services, and apply knowledge to the client business objectives and needs\nMaintain control of situations through appropriate positioning and escalation\nRelationship professionals\nImpacts organization through mentoring and coaching of others\nCritical thinking\nHave mastered influencing skills and active listening\nTop notch client skills\nHas extremely strong consultative skills\nTakes control of situations, brings teams together and facilitates problem solving\nFeels fully accountable and drives ownership\nStrong regulatory knowledge of 403 (b) plans, NQ plans, products and application\nAbility to be a leader in a team environment, demonstrates the ability to get things done; demonstrates confidence in building a case with a successful outcome; and proven ability and success in identifying issues, identify solutions and determine and act upon best solution\nDemonstrated ability to negotiate with clients and all business partners\nTechnical and operations knowledge\nAbility to project manage, set priorities, meet goals and deadlines\nUse of judgment and ability to influence and execute strategies with clients\nCustomer service oriented, including the ability to represent firm in post-sale meetings and ongoing relationship\nMicrosoft Office applications are a plus\nFidelity’s Onsite Working Model\nFidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.\nCertifications:\nCategory:\nClient ServicePlease be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.","description_format":"text","description_chars":5243,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Wealth Management & Financial Advisors","Asset Management & Funds","Online Brokerage & Trading Platforms"],"lifecycle":[{"event":"open","at":"2026-11-04T04:34:59Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":4,"expected_fill_days":19,"reasons":["conf:0","velocity","win:early","comp:brand"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/fidelity-investments-client-service-manager-2","json_url":"https://alion.io/job/fidelity-investments-client-service-manager-2.json","meta":{"generated_at":"2026-11-06T16:47:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31230,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":21095},"rest":"https://alion.io/mcp/rest/get_company?id=21095"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffidelity-investments-client-service-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffidelity-investments-client-service-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffidelity-investments-client-service-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fidelity-investments-client-service-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffidelity-investments-client-service-manager-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3724585}},{"tool":"search_jobs","arguments":{"company":"fidelity.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3724585},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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