Customer Success Associate - Payments

JPMorgan Chase & Co.•Atlanta, GA

About The Position

Team up with a diverse array of teams and elevate your skillset to champion customer journeys and craft unparalleled customer experiences. As a Customer Success Associate in Merchant Services, you support customers in their journey toward achieving their desired outcomes. Work closely with the Customer Success team and other cross-functional groups to ensure a seamless customer experience while gaining the skills you need to grow within your role.

Requirements

2+ years of experience or equivalent expertise in customer success or a relevant domain area
Strong verbal and written communication skills
Comfortable using technology with a willingness to learn new technological skills, programs, and tools
Demonstrated analytical skills and critical thinking ability

Responsibilities

Helps execute product adoption, expansion, and retention activities to support a healthy customer base
Attends and participates in regular account meetings while keeping thorough notes to ensure accountability for customers
Investigates and resolves customer issues in a timely and efficient manner
Tracks and analyzes key metrics to measure customer success
Identify and qualify potential merchant leads through research, outreach, and follow-up activities.
Support the sales team in developing and maintaining a pipeline of prospective clients for merchant solutions.
Schedule and coordinate meetings, demos, and follow-ups with merchants and internal stakeholders.
Build positive relationships with merchants, acting as a point of contact for day-to-day inquiries and support.
Gather feedback from merchants to help improve products and services.
Prepare regular reports on merchant feedback, sales pipeline status, and onboarding metrics.