Client Success Officer

JPMorganChase; Chicago (IL); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Comprehensive health care coverage

Retirement savings plan

Tuition reimbursement

Discretionary incentive compensation

Job summary

JPMorganChase is looking for a Client Success Officer to act as a liaison for Commercial & Investment Bank clients across the United States. This role will manage client escalations, coordinate implementations, and help drive service expansion strategies while ensuring high client satisfaction.

The ideal candidate will have a Bachelor's degree along with over 5 years of experience in business operations or client services, possess strong client interaction skills, and have a comprehensive knowledge of treasury products.

Competitive compensation, health coverage, and various employee benefits are provided.

Qualifications

• 5+ years of experience in Business Operations / Client Services / Sales Support.
• Comprehensive knowledge of Treasury Products and Services.
• Ability to motivate and work with cross-functional teams.

Responsibilities

• Manage client escalations and issues effectively.
• Assist in project management for product implementations.
• Coordinate and facilitate RFPs and sales pitches.

Skills

Client interaction skills

Team building

Problem resolution

Microsoft Office proficiency

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Project

Microsoft PowerPoint

Microsoft Excel

WebEx

Zoom

Job description

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 Officer within the Commercial & Investment Bank, you will serve as a key liaison for Commercial & Investment Bank 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 Client Success Officer 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 RFPs 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
• Address and coordinate the set-up, invoice and billing for treasury and cash management products
• Coordinate with the Banker and operational partners, such as Client Data Management Team, & 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 5+ 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
• Demonstrated team building skills and ability to work in a team environment along with experience in managing conflict and adapting to change
• 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, Power-point and Excel
• Comfort in using technology such as WebEx, Zoom and other collaboration tools for enhanced client discussions

Preferred Qualifications

• MBA
• PMP or other Project Management Certifications
• Ability to provide quantifiable management reporting

Benefits and Opportunities

• Competitive total rewards package including base salary determined based on the role, experience, skill set and location. Eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in cash and/or forfeitable equity.
• Comprehensive health care coverage, on-site health and wellness centers, retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more.
• Opportunity to become part of many Business Resource Groups and engage in community volunteer opportunities.
• Innovative focus groups aimed at Innovation and Transformation, creating the future experience for our clients and employees.

Final Job Grade and officer title will be determined at the time of offer and may differ from this posting.

Some travel required (20%) to visit clients and internal partners.

Please note this role is not eligible for employer immigration sponsorship.

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. 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.

JPMorgan Chase & Co. is an Equal Opportunity Employer, including Disability/Veterans.