Senior Customer Success Associate - Healthcare Payments

JPMorganChase•Philadelphia, PA

About The Position

Shape the future of our customer experiences and directly influence product success. Dive headfirst into dynamic collaborations, leverage data to spark change, and guide customers’ trust during crucial onboarding moments. As a Senior Enterprise Customer Success Associate in healthcare payments, you support our clients throughout their journeys with our products. As a core contributor of the team, you are responsible for customer adoption, and beyond, working closely with the Customer Success team and other cross-functional groups to ensure seamless customer experiences and drive customer satisfaction. You will play a crucial role in supporting customer satisfaction for large healthcare systems by owning technical escalations, addressing complex pain points, and providing insightful suggestions to drive efficiency. You will work closely with our Customer Success team and other cross-functional groups to ensure a seamless customer experience. This role provides an opportunity to sharpen your skills within a fast-paced, team-oriented environment. Your primary responsibility will be to help large healthcare providers maximize the utilization of our products and services by blending technical problem solving skills with strong interpersonal capabilities in front of a mixed audience of analysts and executive leaders. J.P. Morgan Healthcare Payments powers a better healthcare payments experience on one platform that connects consumers, providers, and payers for every healthcare payment transaction. The Customer Success Manager requires a self-motivated, problem-solving healthcare professional who wants to learn and be challenged in a fast paced, team-oriented environment. The Customer Success Manager is responsible for helping healthcare providers maximize the utilization and satisfaction with InstaMed products and services.

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
Comfortable using technology with a willingness to learn new technological skills, programs, and tools
Demonstrated analytical skills and critical thinking ability
Strong technical aptitude and ability to effectively communicate with both technical and business stakeholders
Ability to own your understanding of InstaMed’s products and services
Take initiative to contribute to effective internal and external interactions
Sound judgment in responding quickly and effectively to customer inquiries and managing customer expectations

Nice To Haves

Healthcare technology experience preferred
Bachelor’s Degree or higher, or equivalent work experience

Responsibilities

Executes product adoption, expansion, and retention activities to support a healthy customer base
Provides customer assistance during regular account meetings while keeping thorough notes to ensure accountability for customers and delivery of action items.
Takes new customers through the process and guides them through the initial setup and configuration of our products to fit their specific needs
Tracks and analyzes key success metrics to measure customer health and identify opportunities for improvement while preparing reports for internal stakeholders and highlighting customer outcomes and areas of opportunity
Serves as a subject matter expert on our solutions to help execute product adoption, expansion, and revenue retention activities among a healthy customer base
Demonstrates strategic thinking and articulates the value-add of our products and services in front of the customer’s executive decision makers.
Tracks and analyzes key metrics to measure successful product usage
Develop strong relationships with J.P. Morgan Healthcare Payments customers’ operational, technical, and financial teams to ensure effective communication and collaboration
Closely collaborate with other teams within J.P. Morgan in support of your customers, including facilitating regular meetings with internal stakeholders and managing follow up action items.
Collaborate with customer stakeholders on the analysis and prioritization of defects and enhancements. Then coordinate internal prioritization and position timing expectations with your customers
Take ownership of service escalations by thoroughly understanding the scope of the issue, driving action to contain the impact, effectively articulating brief and brilliant communications to internal and external resources, and ensuring the issue is brought to full resolution.
Investigates and resolves customer issues in a timely, efficient, and collaborative manner
Manage release communications to review new features and defect resolution prior to each InstaMed release. Then coordinate feature rollout to customers by merging technical capabilities with staff or patient experiences