Sponsor Backed Client Success Manager

JPMorgan Chase•Charlotte, NC

About The Position

Enjoy managing complex client relationships? Blurring the lines between Commercial and Private Banking? This role will meld the two areas and be the primary point of contact with one or more of our Sponsor Backed Client groups. As a Sponsored Backed Client Success Manager within Global Services at JPMorganChase, you will use effective communication and relationship management skills to ensure an exceptional level of client satisfaction. You will embody “The J.P. Morgan way” of intent-driven Client Service. This role will be at the center of the core Steward Team to help build deep and lasting relationships with our most complex JPM clients across the country. The Client Success Manager (CSM) is a critical role in the execution of the firm’s strategy around the Sponsor Group relationship and its retention, growth, and client experience strategies, including great accountability to deliver on broader organizational service and revenue expansion. You will be an important partner for Sponsor Payments Executives, Commercial Bankers, Treasury Management Officers, Client Service Professionals and other JPMC Leaders, and you will work effectively in a team-oriented environment in order to deliver a seamless and integrated approach to client servicing.

Requirements

Bachelor’s degree and/or minimum 8 years of equivalent prior work experience in Relationship Management
Proven client interaction skills to calibrate & manage client expectations
Ability to work both independently and as a team player
Proven proficiency in managing client problem resolution and delivering solutions; ability to mobilize internal resources to move quickly to resolve issues
Excellent communication skills, both written and oral
Ability to multi-task and manage priorities effectively
Ability to adapt to a rapidly changing business and technology environment
Exceptional problem-solving skills
Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint), general comfort level with Internet/Intranet usage and ability to learn proprietary software and databases
Have operational and functional knowledge of treasury and cash management products to be able to address and coordinate the resolution of set-up, invoice and billing issues
Experience or working knowledge of Products in deposit, banking, treasury management, credit, and capital markets to potentially send referrals to our partners

Nice To Haves

MBA or Project Management Certification is a plus
Experience or working knowledge of investment offerings, specifically the Private Equity market, is preferred

Responsibilities

Provide Clients and prospects with unparalleled insights and first-class service by managing/resolving client escalations and issues
Act in a straightforward and responsive manner using clear communications and behaviors with the clients best interests in mind
Provide insights and offer unique intelligence that matters to each client
Contribute to strategic client reviews and long-term planning by partnering with the Sponsor Payment Executive to uncover servicing and growth opportunities
Help the coordination and project management of product implementations with an eye to being a steward of the positive client experience
Assist in relationship reviews, Sponsor Account Review Committee (SpARC) briefings with Senior Leadership, client experience data analysis and reporting of trends
Help manage projects for large client implementations and set the trajectory for key client projects such as exception pricing, bulk processing, fraud practice efficacy or payments optimization
Work with key partners in the JPM Universe for certain elements of risk management or address gaps in servicing
Help aggregate, coordinate or track PortCo client survey responses and participate in the solution building as part of the Action Plan to improve the client experience
Coordinate with Sponsor or PortCo market partners to participate in pitches for prospect clients to show the value add of the service model
Coordinate with the Sponsor Payment Executive, Onboarding Program Managers, PortCo Bankers, PortCo Client Service Professionals or other key partners to assist with onboarding/integrating new clients or to assist with periodic client renewals