Onyx- CheckMatch Customer Success- Payments - Associate
JPMorgan Chase - New York City, NY
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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 Senior Customer Success Associate in CheckMatch by Liink, 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 Customer Success team and other cross-functional groups to ensure seamless customer experiences and drive customer satisfaction. Liink by J.P. Morgan is the world's first bank-led, peer-to-peer network for secure, privacy-preserving information exchange. Liink has the potential to enable participants to build applications that leverage shared information, making it possible to solve common industry challenges. CheckMatch helps streamline the processing of checks, enabling check originators to directly transmit critical information to lockbox providers, enabling electronic processing and reducing paper checks. Check originators can query the lockbox directory to determine whether their check payments can flow through the Liink network, enabling the opportunity to digitize checks instead of printing and mailing them. Lockbox providers will receive all data required for these check payments to be cleared through existing channels.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 Support the growth of the CheckMatch network, including defining go-to-market strategy and identifying prospects Support sales and business development efforts Become the voice of the client when working with functional partners to develop product features 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 Working proficiency in Confluence, PowerPoint, Excel, and MS Visio Preferred qualifications, capabilities, and skills Exceptional all-round communication skills with the ability to navigate multiple relationships in order to deliver client success Demonstrated delivery of large-scale initiatives facing off so a diverse group of senior stakeholders Previous experience in business development or front office role Execution focused, action-oriented and adaptable to meet the evolving needs of a high-growth and fast paced organization
Created: 2024-04-06