What are the responsibilities and job description for the Customer Success Associate - Healthcare Payments position at JPMorgan Chase?
Team up with a diverse array of teams and elevate your skillset to champion customer journeys and craft unparalleled customer experiences.
As a Customer Success Associate in Healthcare Payments, you support customers in their journey toward achieving their desired outcomes. Work closely with the Customer Success team and other cross-functional groups to ensure a seamless customer experience while gaining the skills you need to grow within your role.
J.P. Morgan Healthcare Payments powers a better healthcare payments experience on one platform that connects consumers, providers, and payers for every healthcare payment transaction. The Customer Success Manager requires a self-motivated, problem-solving healthcare professional who wants to learn and be challenged in a fast paced, team-oriented environment. The Customer Success Manager is responsible for helping healthcare providers maximize the utilization and satisfaction with InstaMed products and services.
Job responsibilities
- Helps execute product adoption, expansion, and retention activities to support a healthy customer base
- Attends and participates in regular account meetings while keeping thorough notes to ensure accountability for customers
- Investigates and resolves customer issues in a timely and efficient manner
- Tracks and analyzes key metrics to measure customer success
- Develop strong relationships with J.P. Morgan Healthcare Payments customers’ operational, technical, and financial stakeholders to ensure effective communication and collaboration.
- Maximize revenue retention by identifying service and utilization trends, then developing and executing action plans to address the issues.
- Manage service escalations by identifying the scope of the issue, containing the impact, managing the positioning and communication, and ensuring the issue is brought to full resolution.
- Collaborate with customer stakeholders on the analysis and prioritization of defects and enhancements. Then coordinate internal prioritization and position timing expectations with your customers.
- Manage release communications to review new features and defect resolution prior to each InstaMed release. Then coordinate feature rollout to customers.
- Collaborate with other teams within J.P. Morgan in support of your customers, including facilitating regular meetings with stakeholders and managing follow up action items.
Required qualifications, capabilities, and skills
- 2 years of experience or equivalent expertise in customer success or a relevant domain area
- Strong verbal and written communication skills
- Comfortable using technology with a willingness to learn new technological skills, programs, and tools
- Demonstrated analytical skills and critical thinking ability
- Strong technical aptitude and ability to effectively communicate with both technical and business stakeholders.
- Ability to quickly learn and understand InstaMed’s products and articulate best practices to maximize the value of our solutions.
- Sound judgment in responding quickly and effectively to customer inquiries and managing customer expectations.
- Minimum of 2 years’ experience in a healthcare industry
Preferred qualifications, capabilities, and skills
- Healthcare technology experience preferred.
- Bachelor’s Degree or higher, or equivalent work experience.
