Middle Market Customer Success Associate - Healthcare Payments

JPMorgan Chase & Co. • Philadelphia, PA

3d

About The Position

As a Customer Success Associate in Healthcare Payments, you will support customers and partners in achieving their desired outcomes. You will work closely with the Customer Success team and cross-functional groups to deliver a seamless customer experience. In a fast-paced, team-oriented environment, you will help healthcare providers maximize their utilization of and satisfaction with InstaMed products and services. The role supports product adoption, expansion, retention, issue resolution, and service escalation management.

Requirements

• 2+ years of experience or equivalent expertise in customer success or a relevant domain area.
• Strong verbal and written communication skills.
• Comfort using technology and willingness to learn new technological skills, programs, and tools.
• Demonstrated analytical skills and critical-thinking ability.
• Strong technical aptitude and ability to communicate effectively with technical and business stakeholders.
• Ability to quickly learn and understand InstaMed products and explain best practices for maximizing the value of the solutions.
• Sound judgment in responding quickly and effectively to customer inquiries and managing customer expectations.

Nice To Haves

• Healthcare technology experience.
• Bachelor’s degree or higher, or equivalent work experience.
• Two years’ experience in the healthcare industry.

Responsibilities

• Help execute product adoption, expansion, and retention activities to support a healthy customer base.
• Investigate and resolve customer issues in a timely and efficient manner.
• Identify service and utilization trends, then develop and execute action plans to maximize revenue retention.
• Manage service escalations by identifying the scope of issues, containing their impact, managing communications, and ensuring full resolution.
• Collaborate with customer stakeholders to analyze and prioritize defects and enhancements; coordinate internal prioritization and communicate timing expectations.
• Collaborate with other J.P. Morgan teams in support of customers, including facilitating regular stakeholder meetings and managing follow-up action items.

Benefits

• Competitive total rewards package, including base salary.
• Eligible roles may receive 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed