JPMorgan Customer Success Associate - Healthcare Payments 

United States, Pennsylvania, Philadelphia 

86684394

Job responsibilities

• Helps execute product adoption, expansion, and retention activities to support a healthy customer base
• Attends and participates in regular account meetings while keeping thorough notes to ensure accountability for customers
• Investigates and resolves customer issues in a timely and efficient manner
• Tracks and analyzes key metrics to measure customer success
• Develop strong relationships with J.P. Morgan Healthcare Payments customers’ operational, technical, and financial stakeholders to ensure effective communication and collaboration.
• 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.
• Collaborate with customer stakeholders on the analysis and prioritization of defects and enhancements. Then coordinate internal prioritization and position timing expectations with your customers.
• Manage release communications to review new features and defect resolution prior to each InstaMed release. Then coordinate feature rollout to customers.
• 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

• 2+ years of experience or equivalent expertise in customer success or a relevant domain area
• Strong verbal and written communication skills
• 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 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

Preferred qualifications, capabilities, and skills

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