Customer Success Associate

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.