JP Morgan Chase & Co.

Senior Customer Success Associate - Healthcare Payments

JP Morgan Chase & Co. • $80K — $110K *
Philadelphia, PA 19120In-Person
Healthcare
Less than 5 years of experience
1 month ago
Job Overview by Ladders

Qualifications

  • 3+ years of experience in customer success or a related field
  • Strong desire to help customers achieve success
  • Excellent verbal and written communication skills for clear concept articulation
  • Ability to troubleshoot basic technical issues effectively
  • Comfortable using and learning new technologies
  • Demonstrated analytical and critical thinking skills
  • Strong technical aptitude to communicate with technical and business stakeholders
  • Proficient in understanding InstaMed's products and services

Responsibilities

  • Execute product adoption, expansion, and retention initiatives
  • Assist customers during meetings and ensure accountability through detailed notes
  • Guide new customers through setup and configuration of products
  • Track and analyze key success metrics to enhance customer health
  • Serve as a subject matter expert to foster product adoption and revenue retention
  • Articulate product value to executive decision makers effectively
  • Develop strong relationships with customers' operational, technical, and financial teams
  • Collaborate with internal teams to support customer needs during escalations
  • Manage release communications and coordinate feature rollouts with customers

Benefits

  • Opportunity to work within a fast-paced, team-oriented environment
  • Engagement with large healthcare systems
  • Exposure to product management and strategic initiatives
  • Possibility for professional growth and learning within healthcare technology
  • Joining a global leader in banking and financial services
Full Job Description
Job Description

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.

Job 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


Required qualifications, capabilities, and skills
  • 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


Preferred qualifications, capabilities, and skills
  • Healthcare technology experience preferred
  • Bachelor's Degree or higher, or equivalent work experience


About the Team

J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.

About JP Morgan Chase & Co.

JP Morgan Chase & Co. stands at the forefront of the global financial services industry. They offer an expansive array of products and services to a diverse clientele, including individuals, corporations, governments, and institutions. Ever since the merger of J.P. Morgan & Co. and Chase Manhattan Corporation in 2000, this industry-leading entity has become renowned for its comprehensive portfolio encompassing consumer and community banking, corporate and investment banking, commercial banking, as well as asset and wealth management. Headquartered in the vibrant city of New York, JP Morgan Chase & Co. boasts a formidable presence across over 100 countries worldwide.

Unveiling Employment Opportunities at JP Morgan Chase & Co.

Vacancies and Hiring Initiatives

JP Morgan Chase & Co. is continuously on the lookout for talented individuals eager to contribute to its legacy of excellence. The company's recruitment efforts are geared towards identifying candidates with the right blend of skills and qualifications to drive forward its various business segments. Whether you are a seasoned professional or a recent graduate, JP Morgan Chase offers a plethora of job openings across multiple disciplines.

High-Demand Positions

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Leveraging Job Portals and Job Alerts

For job seekers aiming to tap into the opportunities at JP Morgan Chase, staying updated through job portals and subscribing to job alerts is crucial. These tools can provide timely information about job openings, job fairs, and recruitment events, enabling candidates to apply promptly and prepare adequately for interviews.

Preparing Your Job Application

Your job application, comprising your resume and cover letter, is your ticket to securing an interview at JP Morgan Chase. Highlight your qualifications, skills, and experiences that align with the job listing, ensuring you stand out in the competitive job market.

Acing the Interview

Preparation is key to succeeding in your interview with JP Morgan Chase. Familiarize yourself with the company's business segments, values, and recent achievements. Demonstrating how your background and aspirations match the company's goals can significantly increase your chances of employment. A World of Job Opportunites in the Financial Services Industry JP Morgan Chase & Co. offers a world of job opportunities for those seeking to make their mark in the financial services industry. With competitive salaries, comprehensive benefits, and endless possibilities for growth, positions at JP Morgan Chase are highly coveted. By staying informed through job sites, tailoring your applications, and preparing thoroughly for interviews, you can enhance your prospects of joining the esteemed ranks of JP Morgan Chase employees. Explore the job board, seize the job opportunities, and embark on a rewarding career journey with one of the world's leading financial institutions.
Learn more about JP Morgan Chase & Co.
Size
661 employees
Market Cap
$384.5 billion
Industry
Finance & Insurance
Net Income
$29.1 billion
Founded
1823
5 Year Trend
+0.7%
Revenue
$261.5 million
NASDAQ
CCF
* Ladders Estimates

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