• Job Description

  Req#: 210490899

  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.

  Coin Systems is an established blockchain product line at J.P. Morgan Chase Payments Business Unit. We’re a team committed to a model of shared success, delivering for our clients, and intellectual curiosity, while ensuring that we are honest with one another, constantly challenging the status quo, and committing to failing forward.

  As a Senior Customer Success Associate in Onyx Coin Solutions, you will be responsible to support our clients throughout their journey with our products. As a core contributor to the team, you are responsible for customer onboarding, adoption, and beyond, working closely with the wider Customer Success team and other internal cross-functional groups to ensure seamless customer experiences that drives customer satisfaction. Your primary focus will be on building strong client relationships, leveraging existing matrix / data to propose new client use cases, and working closely with internal partners to deliver value for clients.

  
  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
  • Engages potential clients and sales actively in the product design phase to ensure commercial desirability and product market fit
  • Supports the vision, strategy, experience, and execution of the Onyx Coin Systems product globally
  • Delivers a differentiated product that addresses a market need and represents a viable business opportunity working closely with the Product design team for customized client offering etc.
  • Collaborates with functional partners across Legal, Compliance, Finance, Technology and Operations amongst others to design products which are viable, scalable and supportable by the broader J.P. Morgan organization
  • Supports the formulation of bank’s digital strategy based on clear issue framing, systems level thinking and rigorous analysis
  • Leads the development of experimental business opportunities including developing baseline capabilities and defining product roadmap and parameters of success

  Required qualifications, capabilities, and skills

  • 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
  • Proven experience of working in financial services and/or enterprise fintech
  • Payments cash management experience with a Technology know-how of payments processing systems and within the blockchain and distributed ledger space
  • A hyper-logical thinker with very strong attention to detail
  • Able to break complex problems into smaller logical ones and prioritize them with solid data
  • You hustle, take ownership, and get things done
  • You are excited about building payment solutions which exist on the periphery of mainstream industry, ground-up, which challenges the status quo.

  Preferred qualifications, capabilities, and skills

  • Bachelor’s degree or equivalent
  • Experience as a solution manager with external clients, preferably in payments, liquidity, and/or cash management domain
  • Understanding of international markets from a payments, Foreign Exchange (FX), securities, and treasury perspective
  • Experience of working in a fast-paced and highly cross-functional organization

• About the company

  J.P. Morgan is a leader in financial services, offering solutions to clients in more than 100 countries with one of the most comprehensive global product platforms available. We have been helping our clients to do business and manage their wealth for more than 200 years. Our business has been built upon our core principle of putting our clients'​ interests first.

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