Client Success - Product Senior Associate

JPMorgan Chase & Co.•New York, NY

About The Position

As a Senior Customer Success Associate in Connected Commerce on the Wallets and Lending team, you support our clients throughout their journeys with our products. As a core contributor of the team, you are responsible for customer onboarding, adoption, and beyond, working closely with the Customer Success team and other cross-functional groups to ensure seamless customer experiences and drive customer satisfaction. This role shapes the future of our customer experiences and directly influences product success. You will dive headfirst into dynamic collaborations, leverage data to spark change, and guide customers’ trust during crucial onboarding moments.

Requirements

3+ years of experience or equivalent expertise in customer success or a relevant domain area
Demonstrated ability to deliver exceptional customer service with a strong desire to help customers succeed
Proven experience successfully engaging customers using strong verbal and written communication skills with an ability to articulate complex concepts in a clear and concise manner
Demonstrated experience in working with technology and the ability to troubleshoot basic technical issues and guide customers through problem-solving steps
Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time.

Responsibilities

Executes product adoption, expansion, and retention activities to support a healthy customer base
Provides customer assistance during regular account meetings such as addressing inquiries, troubleshooting challenges, and documenting complex problems for the Product team
Guides new customers through the onboarding process, initial setup and configuration of our products to fit their specific needs
Tracks and analyzes key success metrics to measure customer health
Identify opportunities for improvement while preparing reports for internal stakeholders and highlighting customer outcomes and areas of opportunity