Onyx- Liink Client Success/Implementation- Payments- Senior Associate

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 Client Success Associate in Liink by J.P. Morgan, you support our clients throughout their journeys with our products. As a core contributor of the team, you are responsible for customer onboarding, adoption, and beyond, working closely with the Client Success team and other cross-functional groups to ensure seamless customer experiences and drive customer satisfaction.
Liink's Client Success (CS) team manages all Liink application client implementations and internal strategic business initiatives. As a Client Success Associate, you will be leading client technical implementation and account management of the clients once they are live on the network. You will be working closely with participants Implementation Lead, and Engineering, Product, Operations team across internal and client's organizations. The onboarding and client management are incredibly important in the success of our clients and our strategy, and you will be expected to provide world-class service and support to make it all possible. You may also be asked to lead strategic projects with business partners to drive operational efficiency or improve client experience.
Job responsibilities

• Executes product adoption, expansion, and retention activities to support a healthy customer base
• Provides customer assistance during regular account meetings such as addressing inquiries, troubleshooting challenges, and documenting complex problems for the Product team
• Takes new customers through the onboarding 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
• Planning, scheduling, and management of client technical implementation project timelines; regularly communicate project status to internal stakeholders and clients
• Provide technical and product expertise to customers enabling comprehensive solution to be implemented during participant onboarding process
• Manage ongoing client inquiries and service issues
• Operationalize new and existing policies, processes, and procedures with the Liink Product team and cross-functional partners such as Legal, Compliance, Risk, Cyber, Technology
• Manage collateral creation and maintenance of client-facing documentation (e.g. technical implementation forms, network permissioning requests, etc.)

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
• Experience of working in financial services, ideally in product or program management functions
• Experience in a client facing and / or technology focused role where business experience and technical acumen was combined
• Excellent communication skills and proven ability to manage stakeholders, timely escalations, project timelines.
• Ability to work under pressure, deadlines and navigate unexpected roadblocks with ease
• Execution focused, action-oriented and adaptable to meet the evolving needs of a high-growth and fast paced organization
• Proficient in Salesforce, Confluence, Jira, and Microsoft Office Suite

Preferred qualifications, capabilities, and skills

• Experience in leading project management, agile project delivery, and large-scale technical implementation across various internal teams
• General knowledge of Application Programming Interface (API)

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 diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
JPMorgan Chase is an Equal Opportunity Employer, including Disability/Veterans
About the Team
J.P. Morgan Payments is among the world's largest, most trusted and innovative full-service providers in one of the most dynamic and rapidly transforming spaces in financial services. In addition to providing international cash management, liquidity, commercial card, FX, escrow solutions, merchant services and trade finance, we continue to invest in future-growth initiatives, such as blockchain, AI & ML, as well as form partnerships with rising fintechs to expand our client base and product offerings.
Boasting more than 135,000 clients in over 180 countries, J.P. Morgan Payments offers specialized solutions that provide operating efficiencies and value beyond other standardized solutions available in the market. Our global product and technology platform, integrated client service model and network of operational centers enable J.P. Morgan Payments to deliver a consistent set of services to clients no matter where they are across the world.