Firm Operations, Account Lead

About the role

Account Lead Help bring annuities into the future with FIDx! Our Insurance Exchange makes it easier for financial professionals to access, transact, and manage annuities within the wealth management platforms they already use. Working alongside leading annuity providers and platform partners, we’re hiring professionals to help financial institutions launch, adopt, and get more from FIDx technology. We're looking for an Account Lead who can own the full client relationship lifecycle, from technical discovery through implementation, testing, launch, and ongoing support. This role sits at the intersection of project management, business analysis, and relationship management: you'll be the primary point of contact for clients, translating their needs into technical requirements, keeping implementations on track, and ensuring a smooth, successful launch. This is a high-ownership role for someone who thrives in ambiguity, can manage multiple concurrent priorities, and is comfortable being the person accountable when things go sideways, and skilled enough to get them back on track.

Responsibilities

• Lead the end-to-end discovery process in partnership with Practice Management with new clients to identify business requirements and translate them into clear, actionable technical specifications
• Develop a working understanding of our technology deep enough to explain it confidently to clients and to scope feasible solutions
• Partner closely with Development teams to convert requirements into a build plan, and act as the go-between for client needs and technical execution
• Own the project plan for each client implementation; timelines, milestones, dependencies, and risks
• Keep implementations moving by proactively identifying blockers, navigating ambiguity, and adjusting plans as new information emerges
• Juggle multiple client engagements simultaneously, prioritizing based on urgency, risk, and business impact
• Escalate issues early and clearly to the right stakeholders (internal or client-side) when timelines, scope, or quality are at risk
• Oversee the Firm Integration Tester during the firm/client integration testing phase, coordinating test plans, tracking issues, and driving resolution with dev and the client
• Design and run launch strategy and readiness plans ahead of go-live
• Lead firms through launch day execution
• Own post-launch support, ensuring a smooth transition to steady-state and quickly resolving any post-go-live issues
• Serve as the primary, front-facing point of contact for clients throughout the onboarding and post launch journey
• Build trusted relationships with client stakeholders, balancing advocacy for the client with what's realistic for the business
• Set expectations clearly and manage communication proactively so clients always know where things stand
• Balances client advocacy with sound business judgment, ensuring client needs are met while protecting the company's interests, margins, and risk exposure

Qualifications

• 5+ years of experience in Project Management or Relationship Management
• Bachelor's degree in Business Administration, Finance, or a related field.