Customer Success Associate - Healthcare Payments

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 will play a crucial role in supporting customers in their journey toward achieving their desired outcomes. You will work closely with our Customer Success team and other cross-functional groups to ensure a seamless customer experience. This role provides an opportunity to grow your skills within a fast-paced, team-oriented environment. Your primary responsibility will be to help healthcare providers maximize the utilization and satisfaction with our products and services.

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.

J.P. Morgan Healthcare Payments supports healthcare organizations of all sizes with an end-to-end suite of solutions built specifically for healthcare. Backed by deep industry expertise and the scale of J.P. Morgan Payments, we connect consumers, providers, payers, and health tech companies across every healthcare payment transaction, creating a faster, simpler experience for all. Our solutions are compliant and certified to HIPAA to securely process payments and move healthcare data at scale. Through embedded integration, they streamline operations, reduce friction, and improve the consumer experience.

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.