Client Success Officer, Vice President

JPMorgan Chase & Co.; Chicago, Northern (IL, KY); Hybrid; USD 105,000 - 165,000; Full time

Job summary

JPMorgan Chase & Co. in Chicago, IL seeks a Client Success Officer to serve as a key liaison for Commercial & Investment Bank clients nationwide.

You will collaborate with Bankers, Treasury Management Officers, Client Service, Implementations, and KYC teams to deliver exceptional client experiences and support revenue expansion. The role partners with bankers to execute business development while ensuring high client satisfaction and alignment with retention strategies across complex

Qualifications

• 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 ability to work in a team environment and manage conflict.
• Proven proficiency in resolving client issues and mobilizing internal resources.
• Ability to motivate cross-functional teams and interact with senior leaders across multiple departments.
• Proficient in Microsoft Office (including Project, PowerPoint, Excel) and collaboration tools.

Responsibilities

• Contribute to strategic client reviews and long-term planning with Banking and Sales for growth opportunities.
• Manage/resolve client escalations and issues.
• Coordinate product implementations and service-related needs.
• Assist in relationship review documents and generate visualizations from data.
• Maintain ongoing relationship management routines.
• Lead project meetings for large client implementations and plan migrations and pricing changes.
• Collaborate with Risk for elements of risk management including fraud prevention.
• Coordinate RFP responses and participate where applicable.
• Support sales pitches to prospects showing the value of the service model.
• Coordinate onboarding of new clients with KYC and related teams; assist renewals.

Skills

Client interaction

Team leadership

Conflict management

Change adaptation

Problem resolution

Cross-functional collaboration

MS Office

WebEx/Zoom familiarity

Education

Bachelor’s degree

MBA

Tools

Microsoft Office Suite

Job description

• Business Unit Commercial & Investment Bank
• Locations 10 S Dearborn St, Chicago, IL, 60603, US 8181 Communications Pkwy Bldg B, Plano, TX, 75024, US 4201 Congress St, Charlotte, NC, 28209, US
• Job Schedule Full time
• Base Pay/Salary Chicago,IL $104,500.00-$165,000.00; Charlotte,NC $95,000.00-$150,000.00; Plano,TX $104,500.00-$165,000.00

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

Joining our diverse and innovative global organization will provide you with endless opportunities for career and personal growth.

• Become a part of our many Business Resource Groups, employees who come together on topics such as ethnicity, gender, age, accessibility, special interests and more
• Help the community through expansive volunteer opportunities
• Join one of our 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 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.

About Us

JPMorganChase, 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. 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, 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 ourFAQs for more information about requesting an accommodation.

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

About the Team

J.P. Morgan’s Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.