Client Success Officer

JPMorganChase•Chicago, IL

10d

About The Position

The Client Success Officer manages end-to-end post-sales relationships for a portfolio of complex clients and helps deliver a consistent, high-quality service experience. The role partners with coverage, product, implementation, service, operations, risk, and control stakeholders to support client outcomes, retention, and responsible growth. This position coordinates onboarding, resolves escalations, and improves day-to-day service routines. It brings structure to complex workstreams, communicates clearly across stakeholders, and supports clients in achieving successful outcomes. The role offers visibility and variety, with opportunities to contribute to service improvements and key client relationships. Some travel is required (20%) to visit clients and internal partners. The role is not eligible for employer immigration sponsorship. Final job grade and officer title will be determined at the time of offer and may differ from this posting.

Requirements

Bachelor’s degree or 5 years of experience in business operations, client service, sales support, or a related role.
Experience supporting treasury and cash management products and services.
Experience interacting directly with clients, including setting expectations and communicating effectively in complex situations.
Demonstrated ability to collaborate in cross-functional teams, manage conflict constructively, and adapt to change.
Experience managing client issue resolution, including coordinating internal stakeholders to deliver timely outcomes.
Ability to influence and mobilize cross-functional partners and communicate effectively with stakeholders at multiple levels of seniority.
Working knowledge of Microsoft Office, including Excel, PowerPoint, and Project.
Experience using collaboration tools such as Zoom or Webex to support effective client discussions.

Nice To Haves

Master of Business Administration (MBA).
Project management certification, such as PMP.
Ability to produce clear, quantifiable management reporting and basic performance insights.
Demonstrated ability to identify opportunities for AI and automation integration within operational workflows, including experience evaluating, implementing, or governing AI-driven solutions to achieve scalable process improvements and strategic objectives.

Responsibilities

Contribute to strategic client reviews and long-term planning, and partner with coverage and sales teams on growth opportunities.
Manage and resolve client escalations, issues, and service risks through coordinated action plans.
Coordinate and project manage product implementations and service-related deliverables.
Prepare relationship review materials, including clear summaries and client-ready visualizations from available data sets.
Maintain recurring relationship management routines, including touchpoints, action tracking, and follow-ups.
Lead project meetings for large implementations and manage plans for changes such as migrations and pricing updates.
Partner with risk and control stakeholders on client-related risk topics, including fraud prevention support where applicable.
Coordinate and support responses to client requests for proposals (RFPs), where applicable.
Participate in prospect and client meetings to explain the service model and set clear expectations.
Coordinate setup, invoicing, and billing activities for treasury and cash management products.
Partner with operational teams to support onboarding and periodic client reviews, including Know Your Client (KYC) refresh activities as required.