Client Success Officer, Vice President

JPMorganChase•Plano, TX

About The Position

Be the hub of communication and help build deep and lasting relationships with our most complex Commercial & Investment Bank clients across the country. As a Client Success Officer within the Commercial & Investment Bank, you will serve as a key liaison for Commercial & Investment Bank clients. This role will work closely with Bankers, Treasury Management Officers, Client Service, Implementations, and Know Your Client (KYC) teams to deliver an enhanced client experience to the firm’s valued relationships and newly acquired clients being implemented. The Client Success Officer plays an important role in the execution of the firm’s retention, growth, and client experience strategies, including accountability to deliver on broader organizational service and revenue expansion. The Client Success Officer will be a critical partner for Bankers and Treasury Management Officers to execute more effectively and efficiently in a business development capacity, while retaining an engaged resource that can ensure a high degree of client satisfaction.

Requirements

Bachelor’s degree and/or 5+ years of equivalent prior work experience in Business Operations / Client Services / Sales Support
Comprehensive knowledge of Treasury Products and Services
Proven client interaction skills to calibrate & manage client expectations
Demonstrated team building skills and ability to work in a team environment along with experience in managing conflict and adapting to change
Proven proficiency in managing client problem resolution and delivering solutions; ability to mobilize internal resources to move quickly to resolve issues
Ability to motivate cross-functional teams and interact with all levels of the organization including senior management, sales, IT, operations and product management, banking, implementation, service, KYC, liquidity, merchant, card, credit, legal, compliance, etc.
Working knowledge of Microsoft Office suite of products such as Project, Power-point and Excel
Comfort in using technology such as WebEx, Zoom and other collaboration tools for enhanced client discussions

Nice To Haves

MBA
PMP or other Project Management Certifications
Ability to provide quantifiable management reporting

Responsibilities

Contribute to strategic client reviews and long-term planning and partner with Banking and Sales on growth opportunities
Manage/resolve client escalations and issues
Help the coordination and project management of product implementations and service related needs
Assist in relationship review documents, visualizations from data sets
Maintain ongoing relationship management routines
Manage project meetings for large client implementations and create and manage planning for projects such as migrations, year-end pricing changes, etc.
Work with Risk partners for certain elements of risk management including fraud prevention.
Help coordinate and facilitate RFPs responses and participate in RFPs where applicable
Coordinate with the banking team to participate in sales pitches for prospect clients to show the value add of the service model
Address and coordinate the set-up, invoice and billing for treasury and cash management products
Coordinate with the Banker and operational partners, such as Client Data Management Team, & KYC, to assist with the onboarding of new to bank clients and to assist with periodic client renewals

Benefits

Joining our diverse and innovative global organization will provide you with endless opportunities for career and personal growth.
Become a part of our many Business Resource Groups, employees who come together on topics such as ethnicity, gender, age, accessibility, special interests and more
Help the community through expansive volunteer opportunities
Join one of our focus groups aimed at Innovation and Transformation, creating the future experience for our clients and employees

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