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Sponsor Backed Client Success Manager



Customer Service
Plano, TX, USA
Posted on Thursday, July 11, 2024

Job Description

Enjoy managing complex client relationships? Blurring the lines between Commercial and Private Banking? This role will meld the two areas and be the primary point of contact with one or more of our Sponsor Backed Client groups.

As a Sponsored Backed Client Success Manager within Global Services at JPMorganChase, you will use effective communication and relationship management skills to ensure an exceptional level of client satisfaction. You will embody “The J.P. Morgan way” of intent-driven Client Service. This role will be at the center of the core Steward Team to help build deep and lasting relationships with our most complex JPM clients across the country. The Client Success Manager (CSM) is a critical role in the execution of the firm’s strategy around the Sponsor Group relationship and its retention, growth, and client experience strategies, including great accountability to deliver on broader organizational service and revenue expansion.

You will be an important partner for Sponsor Payments Executives, Commercial Bankers, Treasury Management Officers, Client Service Professionals and other JPMC Leaders, and you will work effectively in a team-oriented environment in order to deliver a seamless and integrated approach to client servicing.

Job Responsibilities

  • Provide Clients and prospects with unparalleled insights and first-class service by managing/resolving client escalations and issues
  • Act in a straightforward and responsive manner using clear communications and behaviors with the clients best interests in mind
  • Provide insights and offer unique intelligence that matters to each client
  • Contribute to strategic client reviews and long-term planning by partnering with the Sponsor Payment Executive to uncover servicing and growth opportunities
  • Help the coordination and project management of product implementations with an eye to being a steward of the positive client experience
  • Assist in relationship reviews, Sponsor Account Review Committee (SpARC) briefings with Senior Leadership, client experience data analysis and reporting of trends
  • Help manage projects for large client implementations and set the trajectory for key client projects such as exception pricing, bulk processing, fraud practice efficacy or payments optimization.
  • Work with key partners in the JPM Universe for certain elements of risk management or address gaps in servicing
  • Help aggregate, coordinate or track PortCo client survey responses and participate in the solution building as part of the Action Plan to improve the client experience
  • Coordinate with Sponsor or PortCo market partners to participate in pitches for prospect clients to show the value add of the service model
  • Coordinate with the Sponsor Payment Executive, Onboarding Program Managers, PortCo Bankers, PortCo Client Service Professionals or other key partners to assist with onboarding/integrating new clients or to assist with periodic client renewals

Required Qualifications, Skills and Capabilities

  • Bachelor’s degree and/or 8+ years of equivalent prior work experience in Relationship Management;
  • Proven client interaction skills to calibrate & manage client expectations
  • Ability to work both independently and as a team player
  • Proven proficiency in managing client problem resolution and delivering solutions; ability to mobilize internal resources to move quickly to resolve issues
  • Excellent communication skills, both written and oral
  • Ability to multi-task and manage priorities effectively
  • Ability to adapt to a rapidly changing business and technology environment
  • Exceptional problem-solving skills
  • Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint), general comfort level with Internet/Intranet usage and ability to learn proprietary software and databases
  • Have operational and functional knowledge of treasury and cash management products to be able to address and coordinate the resolution of set-up, invoice and billing issues
  • Experience or working knowledge of Products in deposit, banking, treasury management, credit, and capital markets to potentially send referrals to our Private Banking partners

Preferred Qualifications, Skills and Capabilities

  • MBA or Project Management Certification is a plus
  • Experience or working knowledge of investment offerings, specifically the Private Equity market, is preferred

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