Client Success Senior Associate

Job Overview Be the hub of communication and help build deep and lasting relationships with our most complex Commercial & Investment Bank clients across the country. As a Client Success Senior Associate within the Commercial & Investment Bank (CIB) you will support Senior team members and serve as a key liaison for CIB clients. This role will work closely with Bankers, Treasury Management Officers, Client Service, Implementations, and Know Your Client (KYC) teams to deliver an enhanced client experience to the firm’s valued relationships and newly acquired clients being implemented. The Client Success Officer plays an important role in the execution of the firm’s retention, growth, and client experience strategies, including accountability to deliver on broader organizational service and revenue expansion. The Senior Associate will be a critical partner for Bankers and Treasury Management Officers to execute more effectively and efficiently in a business development capacity, while retaining an engaged resource that can ensure a high degree of client satisfaction. Job Responsibilities Contribute to strategic client reviews and long-term planning and partner with Banking and Sales on growth opportunities Manage/resolve client escalations and issues Help the coordination and project management of product implementations and service related needs Assist in relationship review documents, visualizations from data sets Maintain ongoing relationship management routines Manage project meetings for large client implementations and create and manage planning for projects such as migrations, year-end pricing changes, etc. Work with Risk partners for certain elements of risk management including fraud prevention Help coordinate and facilitate RFP responses and participate in RFPs where applicable Coordinate with the banking team to participate in sales pitches for prospect clients to show the value add of the service model Possess knowledge of treasury and cash management products to be able to address and coordinate the resolution of set-up, invoice and billing issues Coordinate with the Banker and operational partners, such as Client Data Management Team and KYC, to assist with the onboarding of new to bank clients and to assist with periodic client renewals Required Qualifications, Skills and Capabilities Bachelor’s degree and/or 3+ years of equivalent prior work experience in Business Operations / Client Services / Sales Support Comprehensive knowledge of Treasury Products and Services Proven client interaction skills to calibrate & manage client expectations Proven proficiency in managing client problem resolution and delivering solutions; ability to mobilize internal resources to move quickly to resolve issues Ability to motivate cross-functional teams and interact with all levels of the organization including senior management, sales, IT, operations and product management, banking, implementation, service, KYC, liquidity, merchant, card, credit, legal, compliance, etc. Working knowledge of Microsoft Office suite of products such as Project, Powerpoint and Excel Demonstrated team building skills and ability to work in a team environment along with experience in managing conflict and adapting to change Comfort in using technology such as WebEx, Zoom and other collaboration tools for enhanced client discussions Preferred Qualifications, Skills and Capabilities MBA PMP or other Project Management Certifications Ability to provide quantifiable management reporting Travel & Sponsorship Some travel required (20%) to visit clients and internal partners. Please note this role is not eligible for employer immigration sponsorship. Compensation & Benefits We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, including 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. Equal Opportunity Employer 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. #J-18808-Ljbffr JPMorganChase