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JPMorgan Customer Success Associate - Healthcare Payments 
United States, Pennsylvania, Philadelphia 
86684394

10.08.2024

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.