Client Success Senior Associate - Healthcare Services
About The Position
The Client Success Senior Associate within JPMorgan Chase’s Commercial & Investment Bank supports senior team members and serves as a key liaison for complex commercial and investment bank clients. The role works closely with Bankers, Treasury Management Officers, and teams across client service, implementations, Know Your Client (KYC), risk, and operations to deliver an enhanced experience for established clients and newly acquired clients being implemented. It contributes to client retention, growth, service, and revenue-expansion strategies. The position partners with Bankers and Treasury Management Officers to support business development while helping maintain high client satisfaction. It contributes to strategic client reviews and long-term planning, coordinates implementations and ongoing service needs, manages escalations and projects, and supports onboarding and periodic client renewals. Some travel is required (20%) to visit clients and internal partners. The role is not eligible for employer immigration sponsorship.
Requirements
- Bachelor’s degree and/or at least 3 years of equivalent prior work experience in Business Operations, Client Services, or Sales Support.
- Comprehensive knowledge of Treasury Products and Services.
- Proven client-interaction skills, including the ability to calibrate and manage client expectations.
- Proven proficiency in managing client problem resolution and delivering solutions, including mobilizing internal resources to resolve issues quickly.
- Ability to motivate cross-functional teams and interact with all organizational levels and functions, including senior management, sales, IT, operations, product management, banking, implementation, service, KYC, liquidity, merchant, card, credit, legal, and compliance.
- Working knowledge of Microsoft Office products such as Project, PowerPoint, and Excel.
- Demonstrated team-building skills and ability to work in a team environment, manage conflict, and adapt to change.
- Comfort using WebEx, Zoom, and other collaboration tools for 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 and resolve client escalations and issues.
- Help coordinate and project-manage product implementations and service-related needs.
- Assist with relationship review documents and create visualizations from data sets.
- Maintain ongoing relationship-management routines.
- Manage project meetings for large client implementations and plan projects such as migrations and year-end pricing changes.
- Work with Risk partners on aspects of risk management, including fraud prevention.
- Help coordinate and facilitate RFP responses and participate in RFPs where applicable.
- Coordinate with the banking team to participate in sales pitches for prospective clients and demonstrate the value of the service model.
- Use knowledge of treasury and cash management products to address and coordinate resolution of setup, invoice, and billing issues.
- Coordinate with Bankers and operational partners, including Client Data Management and KYC, to support onboarding of new-to-bank clients and periodic client renewals.
Benefits
- Competitive total rewards package, including base salary and, for eligible roles, commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
- Comprehensive health care coverage.
- On-site health and wellness centers.
- Retirement savings plan.
- Backup childcare.
- Tuition reimbursement.
- Mental health support.
- Financial coaching.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
