JPMorgan Senior Customer Success Associate 

United States, Texas, Plano 

909040550

As a Senior Customer Success Associate in Digital Payments, you will support the launch of new digital products and features, including change readiness for internal teams and driving client adoption. As a core contributor of the team, you will work closely with multiple cross-functional groups to ensure a seamless customer experience while gaining the skills you need to grow within your role.

Job responsibilities

• 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
• Track and analyze key metrics to measure customer success and identify opportunities for improvement while preparing reports for internal stakeholders and highlighting customer outcomes and areas of opportunity
• Partners with product to assess scheduled updates and deliver messaging to internal partners
• Consults with internal partners for updates to procedures and user guides

Required qualifications, capabilities, and skills

• 3+ years of experience or equivalent expertise financial services, go to market or customer success
• Strong verbal and written communication skills
• Strong project management skills
• Demonstrated ability to deliver exceptional customer service with a strong desire to help customers succeed
• Proven experience successfully engaging partners and clients 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
• Demonstrated analytical skills and critical thinking ability

Preferred qualifications, capabilities, and skills

• Prior client-facing experience supporting digital channels
• Strong presentation skills
• Proficient in Microsoft PowerPoint including Pitch Pro
• Prior product management or product delivery experience, including writing user stories
• Experience with Jira Align