Customer Success Manager

3 weeks ago

Philadelphia, United States JPMorgan Chase & Co Full time

**JOB DESCRIPTION**

Elevate the customer journey by translating product insights into lasting relationships and harness your expertise in proactive collaborations, onboarding, and product evolution.

As a Customer Success Manager in Healthcare Payments, you develop and maintain customer relationships that make our product value propositions a reality. Build and maintain strong relationships with our customers and understand their individual needs and goals as a core contributor of the team.

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 Business Bank 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 Business Bank Customer Success Manager is responsible for helping healthcare providers maximize the utilization and satisfaction with InstaMed products and services.

**Job responsibilities**
- Drives product adoption, expansion, and retention activities to maintain a healthy customer base
- Conducts regular and proactive account meetings to share best practices, provides use case demonstrations to illustrate key product functionality, communicates future releases, and gathers feedback on the impact the product and its features have on our customers’ business needs
- Guides customers through the onboarding process and sets up the product according to customer requirements, leveraging a deep understanding of our products and their capabilities, including new features and other enhancements
- Tracks key success metrics and provides data and feedback to the Product team to inform new features and priorities
- Maximize revenue retention by identifying service and utilization trends, then developing and executing action plans to address the issues.
- Manage service escalations by identifying the scope of the issue, containing the impact, managing the positioning and communication, and ensuring the issue is brought to full resolution.
- Support customer on-boarding, expansion of existing solutions, device purchases, invoice & pricing discussions, and product functionality inquiries.
- Identify upsell opportunities and communicate those opportunities to the appropriate teams.
- Collaborate with other teams within J.P. Morgan in support of your customers, including facilitating regular meetings with stakeholders and managing follow up action items.

**Required qualifications, capabilities, and skills**
- 5+ years of experience or equivalent expertise in customer success roles in product or technology
- Demonstrated ability to influence product adoption and customer retention
- Excellent communication and interpersonal skills with the ability to effectively engage and influence stakeholders across all levels
- Proven ability to learn new technologies and teach it to others
- Strong technical aptitude and ability to effectively communicate with both technical and business stakeholders.
- Ability to quickly learn and understand InstaMed’s products and articulate best practices to maximize the value of our solutions.
- Sound judgment in responding quickly and effectively to customer inquiries and managing customer expectations.
- Minimum of 2 years’ experience in a healthcare industry
- Minimum of 2 years’ experience in a customer-facing position

**Preferred qualifications, capabilities, and skills**
- Experience in a business to business (B2B) environment or as a colleague in a customer environment
- Healthcare technology experience preferred.
- Bachelor’s Degree or higher, or equivalent work experience.

**ABOUT US**

JPMorgan Chase & Co., one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world’s most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.

We offer a competitive total rewards package including base salary determined based on the role, experience, skill set, and location. For those in eligible roles, we offer discretionary incentive compensation which may be awarded in recognition of firm performance and individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.

We recognize that our people are our strength and the divers

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