Customer Success Manager - Healthcare payments - Senior Associte

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 Manager 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


* Develop strong relationships with J.P.

Morgan Healthcare Payments customers' operational, technical, and financial stakeholders to ensure effective communication and collaboration.


* Execute product adoption, expansion, and retention activities to support a healthy customer base.


* 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.


* Maximize revenue retention by identifying service and utilization trends, then develop and execute action plans to address the issues.


* 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.


* Tracks and analyzes key metrics to measure customer success.


* 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


* 4+ years of experience or equivalent expertise in customer success or a relevant domain area


* Strong verbal and written communication skills


* Strong technical aptitude and ability to effectively communicate with both technical and business stakeholders.


* Comfortable using technology with a willingness to learn new technological skills, programs, and tools


* Demonstrated analytical skills and critical thinking ability


* 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.


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