Middle Market Customer Success Associate

About the Role

As a Customer Success Associate in Healthcare Payments, you will champion customer journeys and craft unparalleled customer experiences. You will play a crucial role in supporting customers and partners in achieving their desired outcomes. This role provides an opportunity to grow your skills within a fast-paced, team-oriented environment.

Key Responsibilities

• Helps execute product adoption, expansion, and retention activities to support a healthy customer base.
• Investigates and resolves customer issues in a timely and efficient manner.
• Maximizes revenue retention by identifying service and utilization trends, then developing and executing action plans to address issues.
• Manages service escalations by identifying the scope of the issue, containing the impact, managing positioning and communication, and ensuring full resolution.
• Collaborates with customer stakeholders on the analysis and prioritization of defects and enhancements, and coordinates internal prioritization and positions timing expectations with customers.
• Collaborates with other teams within J.P. Morgan in support of customers, including facilitating regular meetings with stakeholders and managing follow-up action items.

Requirements & Tech Stack

• 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.

Qualifications

• 2+ years of experience or equivalent expertise in customer success or a relevant domain area.
• Healthcare technology experience preferred.
• Bachelor's Degree or higher, or equivalent work experience.
• 2 years' experience in a healthcare industry.